Is a satisfied customer necessarily loyal?
“Satisfaction is a punctual state that can be extended over time, while loyalty is represented by a lasting attachment towards your brand. Although satisfaction and loyalty are closely linked, a satisfied client is not necessarily loyal and won’t naturally renew his experience.
Inversely, a loyal customer is beforehand satisfied with his experience within your hotel. He is attached to your brand, he truly appreciates your services and he won’t hesitate to renew his experience regularly.”