omer loyalty, is flawed, and as a result, your conclusion is flawed.
Here is my counter argument:
A close friend once asked how I dealt with disappointment. My answer was difficult to express because the truth is, I am rarely disappointed. This is true because I strive to never place unrealistic expectations on people, places, or things.
By way of illustration, I will use your own example of visiting a restaurant for the first time.
Without an existing recommendation from someone who has already eaten there, I generally have no or low expectations of any restaurant that I’m trying for the first time. The restaurant’s ambiance, the wait staff’s appearance, friendliness, and attentiveness, along with the number of other patrons already there may give me some sense of what is in store, but I withhold judgment until I’ve eaten and left.
Of course, a McDonalds in Pittsburgh is going to afford the same dining experience as one in Topeka . . . .
If the experience was good or great, I will go again. And while my expectations are now higher, they are only slightly. If after a half-dozen visits over the course of perhaps a year or more, I continue to have good or great dining experiences, that particular restaurant will have earned my loyalty.
This is not to say that from time to time, I won’t try another restaurant for any number of reasons. Nonetheless, the restaurant who has earned my loyalty will continue to receive the lion’s share of my business. That is unless and until another restaurant usurps that loyalty due to my favored eatery not maintaining the high standards that won my loyalty in the first place.
For me, and I suspect for most of us, our customer loyalty is granted for more than just good service at a fair price. Customer loyalty is all about the TOTAL USER EXPERIENCE. If a recruiter or agency provides exceptional customer service on a consistent basis, it stands to reason; customers will in fact develop a reasonable expectation of excellence and will grant their loyalty.
Of course, a Robt. Half office in Pittsburgh is going to afford the same staffing experience as one in Topeka . . .…
Added by Tony Palm at 12:01pm on November 14, 2011