When you look at the relationship between customer satisfaction and loyalty, it would seem that it’s linear where a little more satisfaction results in an equivalent increase in loyalty. But that’s not the case. The graph below depicts what the relationship is in practical terms. As you can see, from highly dissatisfied to neutral (relatively happy), nothing much happens in terms of loyalty. Then, as satisfaction becomes more than mere satisfaction and turns into highly satisfied, loyalty increases sharply. What […]

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