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When talking about customer retention, companies use the terms Customer Satisfaction and Customer Loyalty. But what is the difference? Are they the same? If the customer is satisfied, is he/she loyal?
In general the differience is as follows :
1. ur product & service is meet ur customers expectations that leads to Customer Satisfaction.
2.ur product & service exceed ur customers expectations to be better than what they expect that leads to Customer Loyality .
Cutomer Satisfaction leads to Customer Loyalty. The more satisfaction from the customer the more loyalty will come from his or her side. It will also attract more customers, because this customer will tell all his or her friends about the company's service.
Customer satisfaction enatails series of activities intended, aimed at or directed or tailored toward ensuring that customers get the most pleasant & desirable experince in purchasing products while customer loyalty entails series of activities intended to or devorted towards ensuring that the company's products & brand image are stationed in the minds of the customers, customers recognise your product out of various prodcts in thebmarket, customers completely adhere to, trust & affirm to your products and that customers only buy from you due to your credibility & performance
customer satisfaction: the means customer the product and anther product to meet the want
but when talking about customer loyalty
the customer cant be used other product
When we meet the needs and expectations of the Client, it brings satisfaction. However in this manner, I call it a transactional relationship, the customer is with us as long as we continue to meet his needs and the day someone else can do it better or cost effectively the customer is gone.
When we meet and exceed the customer expectations consistently and repeatedly that brings in Delight and eventually loyalty. Competition will find it hard to take such customers away even if they were to offer product/service at a price less than ours.
"A DIFFICULT CUSTOMER IS ALWAYS A POTENTIAL LOYAL CUSTOMER".
