No Idea What is Meant by Customer Loyalty

Customer Loyalty
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Alpin McGregor
freeelance, United Kingdom
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

  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

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  Laurie Vogt
 

Middle Layer of Management Removed

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  Bala Subramanian
MD, United Kingdom
 

Understanding of Customer Loyalty

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

 

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Summary
Forum
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