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Customer Satisfaction

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Submitted By daisy1980
Words 732
Pages 3
Courtney Grimes
Professor Engle
October 9, 2012
Kaplan University
Unit 3 Assignment

Customer Satisfaction is basically how well you are meeting the needs of the customers and Customer Loyalty is basically you making the customer feel like it is part of making the decisions and in return it can show the customer that your respect them enough to allow them to be included and gives them a glimpse into the business to see how much you care about it (Christensen, 2006). So, from what I gather about the two that are different from one another but both have to do with keeping customers. With Customer Satisfaction with a website you want to create one that is based on what the needs of the customers are and with Customer Loyalty you want to make sure you keep in mind to include the customers input so they feel like they are part of the process and let your work reflect how much you care about the company. According to the textbook customer satisfaction and customer loyalty are becoming reason to get a CRM system up and running (Gibson, 2012, Pg.61).
Customer Service and Customer Loyalty are different, customer service is what the organization provides and customer loyalty is the result of the service. The customer service of the website would be the CSR’s and the things you put out there such as giveaways or samples this is what you are putting out there for the customer and in return the result is the customer loyalty how well they react to what the website has to offer. Customer Loyalty can be measure with customer feedback this is could be done through a comment section on the website according to the text this is a great way to meet customers’ needs as well (Gibson, 2012, Pg.60).
Extraordinary approaches to customer service are through a CRM system and this allows companies to collect data on each customer and then analyzed through CRM software where it stores the

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