Question
Define customer loyalty. Explain the factors affecting customer loyalty giving suitable examples, also discuss the ways in which customer loyalty is built.
Answer :
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Skip in 10
# Customer Loyalty Customer loyalty refers to the strong and continuing preference of customers for a particular company, brand, product, or service. A loyal customer repeatedly purchases from the same organisation and is less likely to switch to competitors, even when alternative products are available. Customer loyalty is not limited to repeat purchases; it also includes trust, satisfaction, positive attitudes, willingness to recommend the organisation to others, and a long-term relationship with the business. In Customer Service Management, loyalty is considered an important outcome of effective customer service because loyal customers contribute to stable sales, positive word-of-mouth, and long-term profitability. Several factors affect customer loyalty. The first and most important factor is customer satisfaction. When customers receive products and services that meet
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