, March 12 -- Shep Hyken, a customer experience expert, award-winning keynote speaker and a New York Times and Wall Street Journal bestselling author, once said that there is a big difference between a satisfied customer and a loyal customer.

Where loyalty is about the future, customer satisfaction is about the past. Customer satisfaction represents a short-term win; it's a measure of the customer's perception of their most recent interaction with you. Was their issue resolved? If the answer is yes, chances are that the customer will be satisfied with the service they received. Customer loyalty, on the other hand, is more long-term. It's about behaviours and attitudes, which showcase that a customer is happy with your product or service ...