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Leading loyalty : cracking the code to customer devotion
\"In business, if people merely like you, you're in trouble. They need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans\"-- Provided by publisher.
Book
Does Customer Demotion Jeopardize Loyalty?
Hierarchical loyalty programs award elevated customer status (e.g., \"elite membership\") to consumers who meet a predefined spending level. However, if a customer subsequently falls short of the required spending level, firms commonly revoke that status. The authors investigate the impact of such customer demotion on loyalty intentions toward the firm. Building on prospect theory and emotions theory, the authors hypothesize that changes in customer status have an asymmetric negative effect, such that the negative impact of customer demotion is stronger than the positive impact of status increases. An experimental scenario study provides evidence that loyalty intentions are indeed lower for demoted customers than for those who have never been awarded a preferred status, meaning that hierarchical loyalty programs can drive otherwise loyal customers away from a firm. A field study using proprietary sales data from a different industry context demonstrates the robustness of the negative impact of customer demotion. The authors test the extent to which design variables of hierarchical loyalty programs may attenuate the negative consequences of status demotions with a second experimental scenario study and present an analytical model that links status demotion to customer equity to aid managerial decision making.
Journal Article
Linking Fintech Payment Services and Customer Loyalty Intention in the Hospitality Industry: The Mediating Role of Customer Experience and Attitude
Although Fintech services benefit the hospitality industry significantly, studies conducted in Bangladesh are limited. Investigations on the mediating role of customer experience and attitude in the relationship between Fintech services and customer-loyalty intention are also scarce. Therefore, this study explores the association between Fintech services and customer-loyalty intention in the hospitality sector in Bangladesh. Additionally, it looks into how customer attitude and experience mediate the link between Fintech services and customer-loyalty intention. Data were collected from 365 respondents (customers) selected conveniently from 15 hotels (3-, 4-, and 5-star) in the two most renowned cities in Bangladesh, i.e., Chattogram and Cox’s Bazar. Smart-PLS was used to test the proposed model. The results of the study revealed that Fintech services, customer experience, and customer attitude significantly impacted customer-loyalty intention. Moreover, customer experience and customer attitude mediated the relationship between Fintech services and customer loyalty intention. The distinctive contribution of this investigation is the mediation of customer experience and customer attitude in the Fintech services and customer-loyalty intention relationship, as well as adding value to the existing Fintech literature. The study’s findings will help the hospitality sector in Bangladesh become more competitive and improve the quality of its services. Fintech companies and hospitality organizations must make careful plans to encourage the widespread implementation of Fintech.
Journal Article
Can your customer service do this? : create an anticipatory customer experience that builds loyalty forever
\"There comes a time when business owners, managers, and startups can't see objectively where their weaknesses lie. Whether they are already at the top of their game and want to stay there, are concerned about diminishing sales and increased competition, or are building something brand-new, Micah Solomon's unique lens as a \"customer service sleuth\" will help businesses assess whether they are delivering the goods and services they have always intended\"-- Provided by publisher.
Book
Building Customer Loyalty Through Emotional Connection: How Service Provider Rapport Drives Sustainable Business
This research examines how interpersonal rapport influences sustainable customer relationships during service failures, with a focus on customer empathy as a mediating factor and emotional intelligence and service authenticity as moderating variables. In the context of sustainable service management, analysis of data from 672 respondents through structural equation modeling reveals that rapport significantly affects both cognitive and emotional dimensions of customer empathy, subsequently enhancing satisfaction and long-term loyalty outcomes. This study demonstrates that emotional intelligence moderates the relationship between rapport and cognitive empathy, while service authenticity moderates rapport’s associations with both empathy components. This investigation advances sustainable service recovery theory by illuminating customer empathy formation within rapport-building processes and validating the moderating effects of emotional intelligence and service authenticity. The findings contribute to the sustainable service management literature by empirically confirming these relationships within the rapport–empathy–loyalty framework, suggesting that service providers should emphasize developing meaningful interpersonal connections to ensure sustainable customer relationships, particularly during service recovery situations. This research provides valuable insights for developing sustainable service practices that enhance both social and economic aspects of service organizations, while offering quantifiable metrics for measuring socio-emotional sustainability in service recovery contexts. This approach aligns with the United Nations Sustainable Development Goals by promoting responsible consumption and production patterns in service industries, while fostering inclusive and sustainable economic growth through enhanced service quality and customer relationship management.
Journal Article
Achieving Sustainable Customer Loyalty in the Petrochemical Industry: The Effect of Service Innovation, Product Quality, and Corporate Image with Customer Satisfaction as a Mediator
Amidst the intense competition in the petrochemical industry, the determinants of sustainable customer loyalty remain underexplored. This study investigates the factors influencing corporate sustainable customer loyalty, focusing on service innovation, product quality, and corporate image, with customer satisfaction as a mediating variable. In the context of intense competition, understanding these factors is crucial for sustaining customer relationships and ensuring long-term success. The primary aim is to explore how these elements interact to shape sustainable customer loyalty. Using a cross-sectional survey method, data were collected from 120 corporate clients through structured questionnaires. The study employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships between the variables. The findings reveal that product quality significantly impacts both customer satisfaction and loyalty, highlighting its pivotal role in meeting customer expectations and fostering long-term relationships. While service innovation does not directly affect immediate satisfaction, it significantly enhances sustainable customer loyalty, indicating its importance for long-term engagement. Corporate image also plays a crucial role in strengthening sustainable customer loyalty, underscoring the value of maintaining a positive reputation. The study concludes that customer satisfaction mediates the relationship between product quality and loyalty, emphasizing the cyclical nature of these constructs. This research fills a notable gap in the literature by providing a comprehensive model that integrates these variables within the petrochemical industry context, offering new insights into effective sustainable customer loyalty strategies.
Journal Article
Creating customer loyalty : build lasting loyalty using customer experience management
Unwavering customer loyalty is the ultimate dream for any business leader. This book shows consumer-facing and B2B organizations how to improve and finesse their approach to customers and, as a result, enjoy unprecedented customer loyalty. The book offers easy-to-understand strategies for creating a sustainable customer experience programme that will win loyal customers -- and keep them. Using fascinating examples from companies such as Lexus, Aldi, Dyson, The Ritz-Carlton, and Virgin Atlantic, the book demonstrates how to focus solely on the things that enable and increase success. Readers will learn to implement strategies that transform loyalty into a habit and to structure a business that attracts and retains the best customers. Ultimately, this will lead to increased market share, improved sales, an enhanced reputation, and higher profitability. Expertly explaining integral aspects such as customer expectation and customer memory management, the book will empower business leaders to make every occasion epic and build their brands through unforgettable stories and positive memories.
Book
The Impact of United Nations Sustainable Development Goals on Customers’ Perceptions and Loyalty in the Banking Sector: A Multi-Mediation Approach
The pursuit of sustainable development has become a global priority, with the United Nations Sustainable Development Goals (UN SDGs) serving as a comprehensive framework for addressing various social, economic, and environmental challenges. Employing the stimulus–organization–response (SOR) model, this study examines the impact of customer’s perceptions of the firm’s compliance with the SDGs on customers’ perceptions and loyalty through the mediation roles of image, trust, and reputation in the customer’s evaluation of the firm in the banking sector in Turkey. To achieve these objectives, a quantitative research approach was used, and 455 valid responses were collected from retail banking customers through an online survey. Data from the study were statistically analyzed using partial least-squares–structural equation modeling (PLS-SEM). The findings reveal significant positive relationships between SDG implementation and customers’ perceptions of banking institutions’ image, trust, and reputation. Furthermore, favorable image, trust, and favorable reputation are found to positively influence customer loyalty in the banking sector. The mediation analyses confirm that each of the mediating variables partially mediates the relationships between SDG implementation and customer loyalty, underscoring the significance of these intermediate variables in shaping customers’ loyalty behaviors. This research contributes to both theoretical and practical domains by providing insights into the role of SDG implementation in enhancing customer perceptions and loyalty in the banking sector. Managerial implications are discussed, and recommendations are provided for banking institutions seeking to leverage the SDGs to strengthen customer relationships and achieve sustainable growth.
Journal Article