Customer Service as a Journey
Ralph J. Dandrea
ITX Corp.; Social Science Research Network (SSRN)
May 16, 2011
Client loyalty is often not tied to the actual product or service, but rather to how the client is treated when receiving the product or service.Those of us who travel a lot for business purchase flights according to our main priority: getting where we need to go reliably. From a business perspective, the actual transportation is the only thing that matters, yet which carrier we choose depends upon much more than that. We expect safe and timely service, but we want preferential treatment, and we’ll go with whichever company is likely to provide both.
Number of Pages in PDF File: 2
Keywords: Distinction, customer service, loyaltyworking papers series
Date posted: August 17, 2011
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