No Idea What is Meant by Customer Loyalty

Customer Loyalty
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Alpin McGregor
freeelance, United Kingdom

No Idea What is Meant by Customer Loyalty

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.

  Balachandran Nair
Bank Official, India

Senior Managers and Customer Loyalty

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.

  Ann Maree Sathasivam

Customer Loyalty

How does the "appropriate" way of dealing with cus (...)

  Laurie Vogt

Middle Layer of Management Removed

The drive for profits has resulted in the removal (...)

  Bala Subramanian
MD, United Kingdom

Understanding of Customer Loyalty

I fully agree with Alpin McGregor. In his comment (...)

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