It is always important for us to remember that it is you, our loyal customers, who make Small Dog Electronics a success. We measure customer satisfaction using the Net Promoter Score and survey each transaction. These numbers are vital to our survival, so we pay a lot of attention to how we score in customer satisfaction.

Before Jennifer started here at Small Dog, she gave me a book called “Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless.” While I think the author’s premise is not fully valid, I do believe that there is a difference between satisfaction and loyalty, and we at Small Dog Electronics are committed to building customers for life. This is because the life-cycle value of a loyal customer far exceeds the profit we may make on any single transaction. As long as we keep that in mind and focus on making customer loyalty our goal, I think we will find we have a lot of satisfied customers.

Thank you so much for reading this issue of Kibbles & Bytes!

Your Kibbles & Bytes team,
Don, Kali & Stephanie