Customer Loyalty and Satisfaction


Editor's Pick
Open Access

The True Test of Loyalty

by Hayes, Bob

The customer loyalty field has experienced much technological innovation, such as automated reporting portals and integration of attitudinal and behavioral data in customer relationship management applications, over the past decade....


Entire Digital Issue: June 2015

by Hankel, Amanda

You are being directed to the May Digital Issue of QP. If your browser does not take you there click here....


Expert Answers: May 2015

by Cogan, Ken; Wagoner, Keith

When we discuss customer defections, we should assume that there was previously a long-term relationship between your organization and your customer (similar to when a citizen defects from his or her country)....


One Good Idea: Mind Your Metrics

by Hartmann, Thomas

Add customer value to your overall equipment effectiveness formula....


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