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Competitor & Customer Relation 2 (Customer Satisfaction (Expectations
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Customer Loyalty
Just because you satisfy them now, does not mean they will come back
Highly satisfied (Delighted) customers are: less price sensitive, remain loyal longer, help spread word of mouth
Difference in loyalty between satisfied & completely satisfied
Delighted customers have emotional & rational preferences for products, creating high customer loyalty
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EG: You make high quality products > alot of people buy > you reduce manufacturing cost > Make profit
EG: You make high quality products > Can charge at high price > Results in high margin > Make profit
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