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Are Customers Really Loyal I’ll stick with you through thick and thin or What have you done for me lately Which best describes the attitude of customers in today’s marketplace Two quality

Are Customers Really Loyal? “I’ll stick with you through thick and thin,” or “What have you done for me lately?” Which best describes the attitude of customers in today’s marketplace? Two quality managers are debating the concept of customer loyalty. One of them, Jack Hayes, claims that customer loyalty does exist, that it can be won, and that winning a customer’s loyalty should be every organization’s goal. According to Jack, “If you have a history of satisfying a customer, he will be loyal enough to overlook an occasional bad experience.” “No way,” says Anna Cage. “It takes only one bad experience to lose a customer.”

1. As a customer/patient in health care, are you loyal to any organization? If so, how many bad experiences will it take to overcome your loyalty? How many bad experiences will it take to overcome your loyalty?

2. As a CEO of a small hospital in a small community, what role does customer service play? Why is reputation critical in health care?

Jun 14 2020 View more View Less

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