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References in periodicals archive ?
The hypothesis that 'product attributes have a positive relationship with customer retention' is accepted based on the logic that high quality product attributes which consistently meet customer preferences or expectations will lead to positive customer experience, satisfaction, lasting customer loyalty and customer retention.
(2006) who reported in Journal of Consumer Marketing, 23/7, page 397- 405, that products and services that consistently have strong physical attributes-based satisfaction, provide high emotional experience and high perceived value will result in positive total customer experience that will automatically generate high and lasting customer loyalty which lead to customer retention outcome.
We wanted to develop a plan for ongoing contact with the women who participated in the education programs and build lasting customer loyalty among women who had found value in choosing us for their heart health and care.
"Such emotionality is the keystone of a deep and lasting customer loyalty relationship," says Karl-Heinz Kalbfell, senior vice president for marketing.
The trend seems to be growing away from a singular, inward focus on the supervisor's view of agent skills to a more comprehensive, 360-degree view of the customer experience -- one that provides the information and tools to improve service, productivity and business practices to build and sustain lasting customer loyalty.
NICE Systems released a new suite of applications and contact center management tools meant to enable contact centers to capture, evaluate, analyze and improve their multimedia customer interactions to build lasting customer loyalty. The suite includes Customer Contact Analyzer, a Web-based data mining application integrated with a recording platform; CustomerSat Web Survey, a survey tool (also Web-based) designed for quality evaluation of customers multimedia interactions; Unicenter TNG for mission-critical monitoring; and digital extension loggers designed to provide a direct digital recording interface with leading PBX/ACDs.