No Idea What is Meant by Customer Loyalty

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No Idea What is Meant by Customer Loyalty
Alpin McGregor, freeelance, United Kingdom

In recent months I have had several experiences when dealing with businesses, in particular financial institutions, where I am beginning to question whether senior management has any idea what is meant by customer loyalty and how it is fostered by those at the bottom of the organisation. If senior managers cannot communicate properly about how customers are to be dealt with then they should not be surprised if the organisation loses customers. It doesn't help to get rid of the individual on the switchboard of telesales as the root problem with upper management is still in place.

Senior Managers and Customer Loyalty
Balachandran Nair, Bank Official, India
When senior management or the CEO of a company is provoked into addressing customer complaints directly, it's time to call it a day. Customer dissatisfaction can increase when dedicated and assertive employees of the organisation are moved out at the behest of frivolous complainants.

Customer Loyalty
Ann Maree Sathasivam, Australia
How does the "appropriate" way of dealing with customers translated by executives to those working on the front line. People in high place who choose not to communicate their expectations and organizational standards are in fact delivering appalling customer service to their internal customers ie their staff. If you and others take your business elsewhere and they don't recognize the signals then they will not receive the fat bonuses they are used to. The message will eventually sink in that loyal customers are worth the effort because they are what keep us all in a job!

Middle Layer of Management Removed
Laurie Vogt, South Africa
The drive for profits has resulted in the removal of the middle layer of management in most companies. It looks great on the operating statements, but...
Unfortunately, because senior management don't take the time to understand what their managers do and are mainly interested in the bottom-line, they have removed the management level that oversees, coaches and mentors lower level staff.
With that critical experience removed, it is no wonder that customers service is questioned.
If you service your customers properly, and treat them as valuable stakeholders, they will remain with you and contribute handsomely to your business.

Understanding of Customer Loyalty
Bala Subramanian, MD, United Kingdom
I fully agree with Alpin McGregor. In his comment senior management is not having any idea of what customer loyalty means and increase the customer resentment rather than loyalty. The phrase that is used more and more is "they are bad" yet choice is limited. I call this a “de-link“ between an organisation and its customers. This happens as an organisation grows in size. I am sure all of us can relate this most larger corporations we deal with on a day to day basis.


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