Many customers are the same way. They go back to a company because the product or service they provide is good enough..
But let’s not mistake a lazy customer for a loyal customer.
A loyal customer will let you know when you’ve done something right or wrong, very often without you asking. They are invested emotionally in your company and they want you to be successful. The lazy customer couldn’t be bothered.
A loyal customer will stay with you again when you screw up, assuming you make your best effort to resolve the situation. It’s that emotional investment again; we’re willing to forgive when we truly care. The lazy customer will just go elsewhere and you may never know why.
A loyal customer will tell their family, friends and colleagues to visit you. The merely lazy customer is not going to put his or her reputation on the line by recommending you.
When taking a look at your return visitor stats, look beyond the number and ask “How many of these customers are lazy and what can we do to make them loyal?” Then do it!