No Idea What is Meant by Customer Loyalty

Customer Loyalty
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Customer Loyalty > Best Practices > No Idea What is Meant by Customer Loyalty

No Idea What is Meant by Customer Loyalty
Alpin McGregor, freeelance, United Kingdom, Member
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. (...) Read more? Sign up for free

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  Senior Managers and Customer Loyalty
Balachandran Nair, Bank Official, India, Member
  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.

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  Understanding of Customer Loyalty
Bala Subramanian, MD, United Kingdom, Member

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No Idea What is Meant by Customer Loyalty

Customer Loyalty
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