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Validating customer loyalty model using structural equation modeling
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| How often does someone patronize a company specifically because of its over-the-top-service? You can probably think of a few examples, such as the traveller who makes a point of returning to a hotel that has a particularly attentive staff. The answer could be you probably can¿t come up with many.To meet customers¿ expectations, the company representatives should anticipate and head off the need for follow-up calls, address the emotional distress incurred during the interactions, minimize the need for customers to switch service channels, listen to and learn from disgruntled customers and focus on problem solving. |
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