Customer satisfaction vs loyalty- an India experience  

Oleh:

Narayan, Susmita

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-5.
Topik: Customer Loyalty; Customer Satisfaction vs. Loyalty; Key Drivers of Customer Satisfaction; Key Drivers of Customer Loyalty
Fulltext: Susmita_Narayan_Agilent_Customer_Satisfaction.pdf (42.12KB)

Isi artikel

Organizational goals and investments are oriented towards driving customer satisfaction that result in retention. Post launch of satisfaction initiatives, organizations are faced with the question of what level of satisfaction is good enough, and how much should they continue to invest on maintaining it at high levels. Authors’ experience with their organization’s satisfaction program demonstrated that the traditional drivers of Satisfaction are not always the drivers of Customer Loyalty. There is a compelling need to determine limits to satisfaction scores, beyond which the focus and investment must shift to building loyalty. This results in win-win situations for the organization and the customer.

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