Customer Satisfaction and Customer Loyalty

LaTia Walker

Unit 3 Assignment

August 19, 2014

AB221: Customer Service

Kaplan University

It’s clear that there is a rapid increase with online transactions. There can be a number of questions asked by management of their managers with regards to satisfaction and loyalty with the online climate. The relationship between the customer and the company can offer a lot of opportunities when it comes to the interactive marketing and tailored approach. Most times a customer is satisfied with the online climate when he/she receives what they were expecting to get. Customer loyalty is based off of customer satisfaction. When a consumer is continuously satisfied with their online experience with a company they likelihood of them returning to this same website for future purchases. There is also even the chance of the company getting referrals from their online customers to their friends and family. A customer could also be considered loyal to an online website when a customer is attracted towards the website and is compelled to buy for the services or/and the products offered by the website.

Customer satisfaction when it comes to the website will be easy to realize because they just have to distribute the “perfect” product and/or service at a specific rate. They loyalty may be different to realize. It is essential to understand the competitor’s strategy since loyalty tends to depend on what is offered.

Customer service and customer loyalty are two different things. Generally customer service is what a company provides to its customers on the other hand customer loyalty is the final result of said customer service. In other words customer service could be considered and input while customer loyalty would be considered the output. At the same time these two work hand in hand. When excellent customer service is providing along with being confident in the customer then customer loyalty has been created.

Customer service departments throughout different companies,...