Does “Customer Satisfaction” Improve customer’s loyalty, so as to stimulate the realization of customer value? As per the survey on customer’s satisfaction and loyalty in various industries, the linear relationship is not always available between satisfaction and loyalty.

When the customer is satisfied, both loyalty and satisfaction are quickly enhanced, thus improving customer value; while when the customer is not satisfied, the change of loyalty does not synchronize with that of satisfaction. In fact, both loyalty and satisfaction are influenced by other correlative factors. The degree of correlation between satisfaction and loyalty is not the same.  To read the full story click on the attachment

BIIA Newsletter November II – 2010 Issue