Loyalty Strategist Roger Brooks, author of ‘The Power of Loyalty: 10 Essential Steps to Build a Successful Customer Loyalty Strategy’ launched a press release titled ‘Five Loyalty Best Practices That Every Small Business Owner Should Know’ on July 26, 2010. According to Roger Brooks, there are common practices needed for success and are currently in practice by various industry leaders today.
Although Brook’s message touches on the power of building strategic loyalty programs within business structures that will strengthen and solidify tangible approaches towards customer loyalty, the message is also universal in that it reaches the message and platform of simple customer satisfaction.
What is Customer Satisfaction?
According to the Center for the Study of Social Policy website, “Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. It is a highly personal assessment that is greatly affected by customer expectations. Satisfaction also is based on the customer’s experience of both contact with the organization (the “moment of truth†as it is called in business literature) and personal outcomes.”
