Customer Satisfaction Surveys
Respond to the following in a minimum of 175 words:
Customer satisfaction surveys are everywhere, but do they measure loyalty? Review the “Building, Measuring, and Profiting from Customer Loyalty” article from the University Library. Briefly summarize key points from this article and discuss strategies for earning and measuring customer loyalty.
Watson, G., Beck, J., Henderson, C., & Palmatier, R. (2015). Building, measuring, and profiting from customer loyalty. Journal Of The Academy Of Marketing Science, 43(6), 790-825.
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