StudentShare solutions
Triangle menu

How Customer Service earns Customer Loyalty - Thesis Example

Not dowloaded yet

Extract of sample
How Customer Service earns Customer Loyalty

The study would also include a section that would address the area of primary research methodology that would be used to analyze the research question. Finally the study would also contain a section that would summarize the findings of the study and finally suggest certain plausible recommendations that would help marketers of service based organizations to formulate effective strategies that helps in build long term relationships with the organizations thus fostering customer loyalty and ensuring sustainable competitive advantage for the organization in the long run in the competitive and turbulent business environment. Table of Contents How Customer Service earns Customer Loyalty 1 Abstract 2 Chapter 1: Introduction 5 Statement of Problem and Importance of Study 6 Definition of Terms 8 Customer Loyalty 8 Brand 8 Brand Equity 8 Innovations 8 Service Mix 8 Research Questions 9 Summary 9 Chapter 2: Literature Review 10 Historical Background 10 Service Delivery and Customer Loyalty 11 Measuring Customer Satisfaction 14 Distinction between Products and Services 15 Elements of Customer Loyalty 17 Service Innovations and Customer Loyalty 18 Customer Loyalty and Competitive Advantage 20 Service Mix and Customer Loyalty 21 Customer Loyalty and Brand Image 22 Summary 24 Chapter 3: Primary Research Methodology 24 Sampling 25 Data Collection Techniques 25 Research Methodology 26 Summary 27 Chapter 4: Discussion, Conclusion and Recommendations 28 Discussions 28 Conclusions 29 Recommendations 30 References 32 Chapter 1: Introduction The present age of business and consumer markets is rightly termed as the age of consumers. Business organizations in the wake of increased completion within the market are trying out new means to lure customers. It has become essential for organizations to not only attract new customer alone but to also retain the existing customers. In this event customer relationship management and consequently customer loyalty have become largely an important part of the strategy formulation of business organizations. This strategy of business organizations follows from the popular thought which states that it is easier and less expensive to retain an old customer rather than acquiring a new one. Promoting customer loyalty has therefore become one of the most important elements of strategy formulation for business organizations. Customer loyalty is largely measured as an outcome of the level of customer satisfaction which is defined as “the customer’s fulfillment response to a customer experience, or some part thereof” (Buttle, 2008, p.44). Business organizations are trying out newer strategies to induce customer loyalty which includes providing loyalty cards that can be used by the customer to redeem points based on their purchases. The points can be redeemed for cash discounts or other offers which helps induce repeat purchases by the customers. Customer loyalty has gained widespread importance in the recent years with the dynamics of markets changing from a seller’s market to a buyer’s market. Promoting customer loyalty also helps an organization to get closer to its customers so as to better analyze the demands of the customers. The importance of customer loyalty can be gauged from the fact that in Europe ...Show more

Summary

How Customer Service earns Customer Loyalty Abstract The age of consumerism has forced organizations to frame policies that not only tend to attract new customer but to also retain the existing customers. This follows from the common notion that it is largely cheaper for an organization to retain an existing customer than to find a new one…
Author : russelkelton
How Customer Service earns Customer Loyalty essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the thesis on your topic
"How Customer Service earns Customer Loyalty"
with a personal 20% discount.
Grab the best paper

Related Essays

Business Plan
Plans concurrently exist to broaden the scope of these online stores to include other parts of UK and the remainder of Europe. The retail segment is at a booming stage and with consumer preference the online business has also emerged to be one of the most preferred ways of shopping chosen by consumers.
36 pages (9000 words) Thesis
To provide an insight to the critical issue that the UK mobile phone service providers suffer from high attrition rate
Focusing on the loyalty of the customer initially this paper wished to assess the wisdom of employing call centers. As the study progressed it became clear that call center may not hold the customer loyalty thus the only formula left for Vodafone is through the employment of surveys to determine the correct strategy to prevent attrition to another phone company.
54 pages (13500 words) Thesis
How do retailers make sure that they are reaching the older customer How can they successfully keep the retail experience relev
The older customer’s expectations 1.1 What they are looking for: What they like or not on the Internet and on the catalogues 1.2 Communicating and advertising with them What they like, what keeps them from buying online. II. The present offer Introduction of offer Content and layout comparison of three retailers’ websites: John lewis, Next and Expedia (or last minute, it’s up to you) Introduction to retailer with a few numbers, who are their customers?
28 pages (7000 words) Thesis
Customer satisfaction in mobile industry in Egypt an empirical study
The telecommunication industry in Egypt has had a checkered evolution from the start to now. Its current strategic operational and competitive environments are basically determined by a series of factors such as an ever intensifying competitive environment among the mobile service providers, supply chain management cost related constraints.
7 pages (1750 words) Thesis
Customer Satisfaction in Mobile Industry In Egypt An Empirical Study
This literature review focuses on customer satisfaction in mobile industry in Egypt in general and the American Customer Satisfaction Model (ACSM) evaluation in particular with specific
5 pages (1250 words) Thesis
Adult and embryonic stem cells-2
On the other hand, this has also caused a heterogeneous regulatory approach impacted by religious beliefs from different States, like that of US, Germany and Italy. The religious
40 pages (10000 words) Thesis
To provide an insight to the critical issue that the UK mobile phone service providers suffer from high attrition rate
Focusing on the loyalty of the customer initially this paper wished to assess the wisdom of employing call centers. As the study progressed it became clear that call
54 pages (13500 words) Thesis
The Impact of social Networking on Customer Loyalty
The objective of this thesis is to investigate the factors that influence customer loyalty through social networking on Facebook. In order to achieve that, the author has reviewed academic literature on the topic of customer loyalty, as well as on social networking and the ways in which Facebook is used as a marketing tool.
60 pages (15000 words) Thesis
Communication and CSR ethics
). If companies are not successful in clearly communicating their sincerity in engaging in CSR activities, it may cost them not only their good reputation but also
20 pages (5000 words) Thesis
How Can Service Firms Incorporate Strategies to Improve Customer Engagement Using Online Media
According to the report service companies is likely to have the marketing strategies carried out in the marketing department. There are four distinct attributes of the services offered by the service firms namely, intangibility, heterogeneity and perishability that impact the perceptions of the consumers of quality service from the service organizations.
11 pages (2750 words) Thesis
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation