Customer Satisfaction, Brand Loyalty and Services

Satisfaction

Loyalty vs. Satisfaction

Services as a Means to Enhance and Lengthen Brand Experience

Techniques of Managing Customer Relationships Through Services

Customer satisfaction and customer loyalty are two different constructs indeed. As indicated by William Bleuel, Ph.D., survey services expert, satisfaction and loyalty are different concepts. Consider the difference from a real life example of yourself purchasing a fridge. While you may have been satisfied with the use of the fridge for two years, but after the end of that period, suppose that you want to replace it with another fridge. While you are pondering over the question a friend highly recommends that the fridge that he has been using is worth buying. To top it off he says that the after sales service is extremely quick and efficient. This convinces you, and although you are a satisfied customer of brand x you end...
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