CS AND LOYALTY

Question 1

‘The company which seeks to understand the relationship between customer satisfaction and loyalty, rather than relies on the results of customer satisfaction surveys as indicators of the company’s health, is more likely to survive over the long term’. Discuss with reference to relevant literature and illustrate your answer with examples.

Answer 1

A

Question 2

Why is it important for companies to regularly monitor customer satisfaction?

Answer 2

B

Question 3

Explain why it is so important for organisations to understand the relationship between customer satisfaction and loyalty? Illustrate your answer with some practical examples.

Answer 3

C

Question 4

Complete customer satisfaction is at the heart of every business’. Discuss this statement and illustrate your answer with some practical examples

Answer 4

D

Question 5

Although customer satisfaction is often seen as a barometer of how healthy an organisation is, marketing managers should also attach importance to attracting and retaining loyal customers. Respond to this claim and illustrate your answer with examples.

Answer 5

E

Question 6

Why is it important for marketing managers not to rely entirely (or only) on the results of customer satisfaction surveys? Illustrate your answer with examples.

Answer 6

F