Marketing Research and the Promotion of Customer Loyalty Consider the following statement: ‘ Although it is obvious that dissatisfied customers will certainly switch, it has been found that even satisfied customers will switch providers or suppliers.
Order Instructions: Consider the following statement: ‘ Although it is obvious that dissatisfied customers will certainly switch, it has been found that even satisfied customers will switch providers or suppliers. Satisfaction in and of itself is not sufficient’ (Berkowitz, 2011, p. 236). With this in mind, think about the following questions:
1 Why are customer satisfaction surveys important for health care organizations?
2 What is the difference between customer satisfaction and customer loyalty?
3 How would you assess customer loyalty?
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