December 27, 2004

From Satisfaction To Loyalty

Building Emotional Bonds Through Next-Generation Service

by John Ragsdale

with Jessica Harrington

Executive Summary (This is a document excerpt)

Customer satisfaction is not the end goal. Companies in more industries are realizing that loyalty, not satisfaction, is the Holy Grail for more profitable customer relationships. For contact centers and customer service organizations, customer satisfaction may not even be within their realm of influence. However, these departments can play a strategic role in pushing customers from logic-based satisfaction to emotion-based loyalty. But such a transition will not occur without changes to organizational structures and core company philosophies, as well as leveraging new service technologies.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.