No Idea What is Meant by Customer Loyalty

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Customer Loyalty > Forum > 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.
 

 
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.
 

 
Customer Loyalty
Ann Maree Sathasivam
 

   

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

     

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