Customer Loyalty: satisfied customers are more likely to come back, costs 5 times more to attract a new customer, creates a positive company image and reputation, get recommendations from existing customers, companies that keep customers make more money, Collecting customer feedback: customers feel valued, eg: guestbook for comments, eg: written questionnaire, social media eg: Facebook, review sites eg: Tripadvisor, Responding to customer feedback: making appropriate changes, upgrading products or services, responding immediately to one client's request, company-wide changes,

Measuring customer satisfaction

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