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Glossary

What is Customer Loyalty?

Customer loyalty is a behavioral tendency to favor one brand over other. Customer loyalty is the result of positive consumer experience, physical attribute-based satisfaction, and perceived value of an experience including product/services. To prompt customer loyalty, the service providers build an emotional bond with customers.

Customer loyalty is measured in terms of long term relationship with the customer. Thus customer loyalty is when a supplier receives the ultimate reward of his efforts in interacting with its customer. Customer loyalty tends the customer to voluntarily choose a particular product against another for his need. The loyalty may be product specific or it may be company specific. When a customer has a repetitive requirement of same products/services, such customers are known as ‘brand loyal’. The professionals of call centers in India strive hard to fulfill demands and expectations of customer and provide best-in-class services thereby restraining them from turning to their competitors. Customer loyalty has direct relation with the financial results of the company.

A satisfied customer cannot always be loyal and a loyal customer cannot always be satisfied.  This is because satisfaction is an emotional and slushy feeling over the job done and loyalty is related to the action taken by customer in future.

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