There is a common belief that if a company strives to continually provide the highest level of satisfaction, the customer’s loyalty will increase proportionally. After all, the happier the customer, the more loyal they will be. Right? Wrong. In this session, Marc will dispel the number one customer service myth that costs companies millions in resources and revenue. He will also illustrate how customer loyalty naturally exists, needing to be encouraged rather than earned. Key takeaway: Concrete examples to help you understand what your customers expect, and how to meet these expectations.