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A Telecom fairytale-Customer Loyalty

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This is an empirical study conducted with an objective to understand the customer loyalty scenario in telecommunication sector
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    LOYAL CUSTOMERS!!!!!  A TELECOM FAIRYTALE……?????  Ramneek Kaur  Preety MenonGNIMT, Model Town Ludhiana    Once upon a time………    CUSTOMER LOYALTY….WHY BEING CONCERNED?     Researches have shown ã The typical company gets 65% of its business from its existing customers ã  It costs 5 times more to find a new customer than to keep an existing customer happy. ã  It takes 12 good service experiences to overcome a single bad one ã 7 of 10 customers who switch to the competition do so because of poor  service. ã 91% of unhappy customers won’t buy again from the company that displeased them ã And unhappy customers will not only defect, they will grumble to 9 of their friends

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Aug 17, 2017
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