Themes Of Customer Satisfaction, Loyalty And Loyalty
'The themes of Unit 8 are customer satisfaction, loyalty, empowerment and price. Make a journal entry that explains why you are loyal to some product or service offerings and not to others. How does your relationship with these products (the ones to which you are loyal) change over time? Have you ever been dissatisfied with a product or service to which you are loyal? How did you resolve your dissatisfaction? '
1. According to Tanner, J. F., & Raymond, M. A. (2011), describes loyalty as the feeling that a person experiences when an offering meets their expectations. For example, when a customer has a good experience from the previous products or services they are rendered by companies, they become satisfied but when they experience failures or other issues, they become dissatisfied. Prior to the above question, the reason why I am more loyal to some product or service is because they less expensive to market to purchase, they are willing to pay a premium for a particular brand, they are willing to try new products under the brand name, it´s more likely to recommend the brand to their friends, and more willing to overlook a problem related to the brand. In contrast, the reason why I am not loyal to some product is because if expectations are set too low, then I will not buy the offering; if the expectations are set too high, buyers will be dissatisfied. Therefore, dissatisfied customers are likely to tell many more friends about their negative experiences than satisfied
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