Overview

pointing to a happy face

Have you ever been asked to complete an online survey after shopping at store? Do you read online customer reviews to help you make a purchasing decision? Have you ever left a positive or negative customer review? Customer empowerment has never been more pronounced, making customer satisfaction and retention critically important for all businesses, both small and large. This week we explore the importance of customer satisfaction and strategies to build and measure customer loyalty and retention.

Objectives

By the end of this module, you will:

Describe the relationship between customer communities, loyalty management, and customer satisfaction.
Measure and evaluate customer satisfaction.
Draft a component of the marketing plan: customer satisfaction and retention.