Jones & Sasser: Why satisfied customers defect
9 important questions on Jones & Sasser: Why satisfied customers defect
When competition is intens, the level of customer satisfaction is very important. Degree of satisfaction is very important for the deree of loyalty. Which 2 types of loyalty are there and explain them? (Jones)
Which four elements affect customer satisfaction? (Jones)
What is the disadvantage of customer-satisfaction surveys? (Jones)
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What did Jones discovered about the 'linear relationship' between customer satisfaction and loyalty?
The key is to understand what customers are saying when they provide various responses. Describe the three-phase approach fo Jones to increase customer satisfaction:
At the heart of any succesfull strategy to manage satisfaction is the ability to listen to the customer. According to Jones there are 5 major categories of approaches that companies can use to listen to their customer. Which one?
Which 3 major categories of loyalty measurement are there? (Jones)
What is the overall conclusion of Jones about customer satisfaction and loyalty in 5 different markets?
What is according to Jones customer loyalty?
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
