Overview
The importance of understanding customer satisfaction and loyalty cannot be underestimated in a commercial environment where customers have more choice and less brand loyalty than ever before. The theme of this program is therefore to ensure a sharp focus on every aspect and to root out opportunities for marginal gains that will differentiate, surprise, delight and retain customers. Loyalty is a precious jewel and directly linked to profitability. Organizations say that they realize the cost of customer acquisition versus retention, but what strategies can be applied effectively to reap the considerable benefits?
