Marketing Dr. Arni Arnthorsson Customer Satisfaction‚ Loyalty‚ and Empowerment 1. Should a company be happy or concerned if most customers are satisfied? Satisfaction of the consumer is one of the main goals for a company to achieve. Customer satisfaction is defined as the feeling that results when an offering meets a consumer’s expectations. Companies around the world are doing many surveys‚ in order to measure the satisfaction of their consumers because the importance of consumer satisfaction
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main factors that determine the level of customer loyalty towards Maxis. A critical issue for the continued success of a firm is its capability to retain its current customers and make them loyal to its brands (Dekimpe et al.‚ 1997). Customer loyalty is vital to a company as disloyal customers can amount to millions of lost revenue and profit. Studies were also conducted in the financial services industry show that increasing customer loyalty by 5 percent could lead to 25-75 percent profit growth
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What does loyalty mean? The Merriam-Webster dictionary defines loyal as “having or showing complete and constant support for someone or something” and loyalty as “the quality or state of being loyal”. I agree with that statement. When I think of the word loyalty the first thing that that comes to mind is complete trust‚ openness‚ transparency and being there for one another. Today I am going to talk about loyalty in a relationship‚ specifically loyalty between a husband and wife. I also interviewed
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What defines honesty and integrity? Is there a connection between these two words‚ and what does that imply? Stephen L. Carter‚ a law professor and writer‚ questions the common definitions of these words and the their moral interpretations in his essay‚ “The Insufficiency of Honesty”. In the essay‚ he makes several about the key differences between what “honesty” and “integrity” actually mean‚ and I agree with Carter that too often integrity is mistaken for honesty. He mentions that‚ “…acting in
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In his play Antigone‚ Sophocles presents the conflict of choosing between family loyalty and obeying the law of the land. The playwright clearly believes that loyalty to one’s family trumps listening to the law and it shines through as the right choice. In the novella “Metamorphosis” by Franz Kafka‚ there is a lack of family loyalty shown towards the protagonist‚ Gregor Samsa‚ who has shown immense allegiance to his parents and sister. In Antigone‚ several of the characters are loyal either to the
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Brand loyalty is developed when the product fits the personality or the self image of the consumer‚ or when the brand offers the satisfaction or benefits the consumer is seeking and as stated before there are 2 kinds of approaches to brand loyalty. Cognitive brand loyalty can be defined as when a consumer is committed and involved when purchasing a product. Study by J. Walter Thompson‚ a large advertising agency‚ “brand loyalty can be found highest when consumers are personally involved with the
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At their core‚ both Gloucester and Lear are initially open to accepting truths at their surface value only. Cordelia’s deeper love‚ is overshadowed by Lear’s acceptance of the valueless words of adoration from Goneril and Regan. Lear accepts his daughter’s words as truth of their love and Cordelia’s silence as evidence of her lack of affection for him. Likewise‚ Gloucester is quick to accept Edmund’s deceit. Gloucester’s arrogance of power in their relationship ultimately is his undoing‚ in that
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Pl card services offers loyalty card services to businesses of all sizes..Loyalty cards is a form of identification when dealing with a retailer and your entitled to either a discount on the current purchase or an allotment of points that can be used for future purchases which brings the customer back again. Hence‚ is a new innovation in Nigeria though it’s been existing in other countries like UK‚ USA etc. therefore PL card services have seen the need to providing these services that will meet the
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definition‚ loyalty is faithfulness‚ devotion‚ or dedication to someone or something. Loyalty is one of the essential attributes a person must have and must demand of others. People often have conflicting loyalties‚ and there are no guidelines that help them to decide to what or whom they should be loyal. In A Tale of Two Cities‚ Charles Dickens illustrates how loyalty can ennoble someone or make them foolish. Titled “golden thread” in A Tale of Two Cities‚ Lucie Manette symbolized loyalty. Lucie’s
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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