Question

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on _____ strategies..

Answer 1

The firms may need to focus additional effort on retention strategies.

Retention strategies are means employed by firms to retain their customers both new and existing, over some specified period.

Where a company has high customer retention, it means customers would continue to patronize the company's products and not not defect to another product or business.

Customer retention process starts with the first point of contact in an organization and spread through the whole duration of the customer's relationship with the organization.

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