In this 4th installment of the “Care Is Currency” series, Rick Mayo and Matt Helland discuss why consistency is one of the most overlooked aspects of customer loyalty.
Through stories and real-world Alloy examples, they show how even small deviations in client experience, no matter how well-meaning, can break trust and hurt retention.
Even when the core service stays the same, inconsistencies in the client experience create emotional dissonance for customers. Running the play exactly as designed is key to building trust at scale. Consistency becomes the real “wow factor.”
🎧 Tap into Part 4 and discover why consistency builds the kind of brand loyalty that lasts.
Key Takeaways
Intro (00:00)
The importance of consistent customer experience (02:24)
The haircut story: illustrating consistency (04:02)
Consistency in coaching and customer experience (13:33)
Metrics and consistency in customer experience (13:57)
Secret shopping and improving consistency (16:14)
The role of systems in consistency (21:45)
The impact of consistent service on business success (22:08)
Additional Resources:
- Learn About The Alloy Franchise Opportunity
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