Customer Loyalty is Created via Total Value Chain

Customer Loyalty
Knowledge Center


New Topic


Customer Loyalty is Created via Total Value Chain

Customer loyalty is not only related to the service offered. It starts with the process of manufacturing the product to distribution to after services to delivery on time. The value added on each and every stage when recognised by the customer that brings him again to the store.

  Thabo Motsoasele

Customer Loyalty Starts at Shop Floor

Customer loyalty is driven by what we say, do and the reaction time to their needs not their problems. Loyalty should begin in our shop floor staff since they are the real touch point of the customer, from then on customer loyalty can be grown. At the end of the day what matters to the customer is the way the service offered rather than the value of the product purchased.

  Sergio Leite
Analyst, Brazil

Satisfaction Post-purchase

I agree to Thabo Motsoasele, although there are products that do not require support services or do not depend on how friendly they were sold. Internally we all search for a reason able to justify our new purchase just to reduce our natural repentance related to ambiguous feeling that can vary from the possibility that it will not satisfy ourselves due to quality or even a need in that moment that could be postponed, for instance, till the absolute satisfaction supplied by the purchase. The reducing of cognitive dissonance is an important matter to those who seek to retain the consumer loyalty. And the additional services offered during purchases certainly help to minimize this effect, since they provide a sense of confidence.
Indeed one way to reduce cognitive dissonance is to gather information. Information plays an important role to influence purchase decisions and in a more advanced way to teaching to making decisions. Even in post-purchase cases.

Participate and leave a comment
Exchanging your ideas stimulates your personal and professional development. And you can help other people! More info.

Start a new forum topic


More on Customer Loyalty
Customer Loyalty is Created via Total Value Chain
How can Employee Retention Help to Build Customer Loyalty?
How Manufacturers can create Smart Products to Enhance Customer Loyalty
🔥Keeping Existing Customers is NOT Always Better than Acquiring New Ones!
Using Multi-Item Measurement Scales in Marketing Research
Attitudinal and Behavioral Loyalty
Compulsory Customer Loyalty in a Monopoly
Loyalty Situation May Change Quickly!
What is a Typical Skill Set or Profile of Customer Retention (Call Center) Reps?
Don't Assume your Customers are Loyal
Customer Loyalty is Individual
Customer Loyalty by Providing a Complete Integrated Solution
Service Loyalty Versus Product Loyalty
The Value of Customer Retention
Customer Loyalty is Hard to Earn
Customer Loyalty is the Life Blood of Organization
Keep Customer Loyalty During a Long Period
No Idea What is Meant by Customer Loyalty
Best Practices
Paradigm Shift - Consumers
Marketing and Customer Loyality
When to Establish a Business Relationship?
Customer Loyalty in Consumer Durable Products
Customer Loyalty in Monopoly
What is Customer Loyalty?
Calculating the Benefits of Keeping Customers
Customer Satisfaction = Customer Loyalty?
Special Interest Group

Are you interested in Customer Loyalty? Sign up for free

Notify your students

Copy this into your study materials:

and add a hyperlink to:

Link to this discussion

Copy this HTML code to your web site:

Customer Loyalty
Knowledge Center

About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2021 12manage - The Executive Fast Track. V15.8 - Last updated: 16-6-2021. All names of their owners.