28 Jun CUSTOMER SATISFACTION AND CUSTOMER LOYALTY
customer satisfaction and customer loyalty
Analyze the distinction between customer satisfaction and customer loyalty. Also evaluate the significance of organizational branding and other aspects of marketing In healthcare.Explain how
they relate to customer loyalty.
Consider the following statement: ? Although it is obvious that dissatisfied customers will certainly switch, it has been found that even satisfied customers will switch providers or suppliers.
Satisfaction in and of itself is not sufficient?( Essential of healthcare marketing Berkowitz, 2011, p. 236). With this in mind, think about the following questions: Why are customer satisfaction
surveys important for health care organizations?
What is the difference between customer satisfaction and customer loyalty?
How would you assess customer loyalty?
Why would this distinction be important for a health care organization as it considers its financial investments in marketing strategies? What implications does this have in terms of attracting
new customers versus retaining customers?
What is the purpose of organizational branding? Analyze the distinction between customer satisfaction and customer loyalty. Also evaluate the significance of organizational branding and other
aspects of marketing described in this weeks Learning Resources. Explain how they relate to customer loyalty.
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