Creating and Maintaining Loyal Customers

Fashion Furniture Rental is committed to providing the best customer experience in the industry. It starts with a simple question: How likely are you to recommend Fashion to a friend when they need a complete home package?

Today, we’re excited to share an article from our CEO about how Fashion is implementing a company-wide ideology to enhance customer satisfaction, strengthen relationships, and build long-term brand loyalty.

Repeat customers are essential for any business, but retaining them is becoming more difficult every day. Many companies lose customers to lower-cost competitors, forcing them to cut costs to stay competitive. This cycle continues until businesses either find a new strategy or fail completely. However, companies that build a loyal base through exceptional service and strong relationships can avoid this trap. Loyal customers not only return but also bring in new business through word-of-mouth recommendations and positive online reviews.

Ten years ago, I was part of a committee evaluating the Net Promoter System (NPS). Our company, Archstone, overhauled its customer survey process, implementing NPS to measure customer loyalty. The system asks one key question: “On a scale of 0 to 10, how likely are you to refer us to friends or family?” High scores indicate loyalty, while low scores highlight areas needing improvement.

Today, many major companies, including Avalon Bay and The Irvine Company, use NPS to enhance customer engagement and satisfaction. Industries like airlines, hotels, retail, credit card providers, and technology companies have also adopted NPS to improve service, retention, and overall customer experience.

Both Fashion Furniture Rental and Parker Rose Design have embraced NPS to ensure we always prioritize our customers. As the first rental furniture company to do so, we’ve already improved processes based on customer feedback. The response has been overwhelmingly positive, and we’re building a strong base of loyal customers.