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Having satisfied customers may not be good enough, especially in tough economic times. You need "loyal” customers. Satisfied customers are still willing to do business with your competitors, but loyal customers will only do business with you. Your loyal customer should be about 50% to 75% of your customer base.

To get loyal customers, you need to keep on asking your satisfied customers if there's anything else you can do for them then ask them to refer you to their friends and colleagues once they become your loyal customers.

To keep your loyal customers, you need to go out of your way for them, under promise and over deliver and offer them benefits. Most importantly, don't oversell, always show them that you have their best interests at heart and connect with them regularly.

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