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 What is Customer Loyalty? 
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Joined: Fri Sep 10, 2010 4:24 pm
Posts: 24
Location: UK
Post What is Customer Loyalty?
Hi
The term customer loyalty is used to describe the behavior of repeat customers, as well as those that offer good ratings, reviews, or testimonials. Some customers do a particular company a great service by offering favorable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customers. However, customer loyalty includes much more. It is a process, a program, or a group of programs geared toward keeping a client happy so he or she will provide more business.

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Fri Sep 10, 2010 10:05 pm
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Joined: Sat Sep 11, 2010 11:41 am
Posts: 24
Location: UK
Post Re: What is Customer Loyalty?
Hello,

Customer loyalty describes the tendency of a customer to choose one business or product over another for a particular need. In the packaged goods industry, customers may be described as being "brand loyal" because they tend to choose a certain brand of soap more often than others. Note the use of the word "choose" though; customer loyalty becomes evident when choices are made and actions taken by customers. Customers may express high satisfaction levels with a company in a survey, but satisfaction does not equal loyalty. Loyalty is demonstrated by the actions of the customer; customers can be very satisfied and still not be loyal.

Thanks,
Nadia


Sat Sep 11, 2010 12:27 pm
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