Customer loyalty and brand loyalty is decreasing. Taking the car industry as one example, since the 1980s customer loyalty towards car brands has fallen from 60% to 20% - and is still falling.

Customers opt for companies and brands that offer quality products AND excellent customer service. You could have the best products or services on the market, if they aren't backed up with great customer care you will probably lose customers. You may have a less all-singing-all-dancing product or service but it's backed up with excellent customer care and follow through you will probably gain customers.

Let's face it; as consumers we all want to feel listened to, valued and cared for.

That is why Follow-Through is vital.

1. Do what you have promised to do,
2. For the people you have promised to do it for,
3. At the time you promised to do it.