Why customer loyalty is becoming a survival issue for many companies? This course explores deeply to understand it and how to invest in & retain customer loyalty. Four areas influencing this are intense price competition, non-traditional competition, Life time value of customers and word of mouth. These are further explained in detail with illustrative examples. Loyalty ladder model, a 5-step loyalty hierarchy similar to need hierarchy, is explored and discussed as well.
Cultivating Customer Loyalty
57:03
Instructor: Dr. Jagdish Sheth