Customer Loyalty Still Exists

Customer Loyalty

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International Business

Customer Relationship Management BBIBAI12A7

Harri Tuomola

Mark Soutar

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CONTENTS

1 introduction 1

2 customer loyalty 1

2.1 Benefits of creating a loyal customer. 2

3 Creating customer loyalty 2

4 Does it exist? 3

5 Service is key 4

6 Conclusion 5

1. introduction

The objective of this report is to look at customer loyalty and how it has changed over the years. I hope to identify what is meant by customer loyalty, the various views companies have towards customer loyalty and how it has changed over the recent years. I’ll look to base this report on the literature I have read during this exercise while also adding my own personal experiences. My main goal during this report is to answer the question; does customer loyalty really exist in today’s business world?

2. customer loyalty

Customer loyalty is the attraction customers have towards a company and/or a specific product or service. It explains how customers keep returning to a certain shop time-and-time again, even though there are other shops around that offer a similar product or service. In large, it is based on the feeling of satisfaction. If a customer has a particularly positive...