Customer satisfaction is closely related to customer loyalty and customer retention. How might an organization improve customer satisfaction in order to build greater customer loyalty? What does it mean to say that an organization is customer-centric?
What has been your experience with customer loyalty? For example, based on your experience are customers today more or less loyal than they have been in the past? What factors contribute to customer loyalty? Give an example of customer loyalty or alternatively situations where customers have demonstrated very little loyalty.
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