No Idea What is Meant by Customer Loyalty

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No Idea What is Meant by Customer Loyalty
Alpin McGregor, 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....

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


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