Recent Articles From EvanCarmichael.com http://www.evancarmichael.com/ http://www.evancarmichael.com/Marketing/3961/Loyal-Customers-Build-Sales.html http://www.evancarmichael.com/Marketing/3961/Loyal-Customers-Build-Sales.html Having satisfied customers is no guarantee of improved business results. Satisfaction is a passive state: a willingness to stay until something better comes along. Loyalty is a long-term commitment to the brand or organization and is linked to share-of-wallet and retention. Identifying and measuring what’s important to the customer and improving your company’s performance on those critical issues is a proven way to build revenue and retain customers.