Customer Satisfaction = Customer Loyalty?

Customer Loyalty
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MaryEllen Lindemann

Customer Satisfaction = Customer Loyalty?

Having been on the "front lines" of customer service/management for many years, it has been my experience that although a satisfied customer can become a loyal customer, many times that situation has more to do with how happy the customer is with the service given rather than the product that is being sold. In effect, a customer may stay with you even if the product is not up to par simply because they were extremely happy with the service they received. How can that be translated and measured as customer retention?


Consistent Service + Product Quality = Customer Loyalty

Consistent Service + Product Quality = Customer Loyalty
Customer' intent for repurchase or repeat visits is a step / zone. Just before converting that specific customer base in loyalty are high quality service (intangible aspects), which have to be consistent besides the most important factor of dispensing the good quality product (tangible aspects) consistently and improving continously. A customer base will not stay for long if the product is good and service standards are descending or vice-versa.

  Emiel Veenstra
Business Consultant, Netherlands

Customer Satisfaction

I like the customer satisfaction model from Kano v (...)


Retaining Customer Loyalty

Customer loyalty is a product of customer satisfac (...)

  Tim Boone
Management Consultant, United States

Customer Loyalty is NOT a Result of Customer Satisfaction

Customer loyalty results from the margin between w (...)

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