Improving the Customer ExperienceSatisfaction, Perceived Value and Loyalty

Published March 2008 7 lectures
Prof. Robert Shaw
Visiting Professor of Cass Business School and Director, Value Based Marketing & Advertising Forum, UK
Summary

The aim of the customer satisfaction series of talks is threefold:... read more

• To explain cogently the nature of customer satisfaction, dissatisfaction and loyalty
• To explore the multifaceted perspectives on the subject
• To demonstrate the importance of customer satisfaction, dissatisfaction and loyalty to business

There has been a tendency both in the literature and within the media to portray satisfaction as a silver bullet that can solve all customer service, sales and marketing problems that a business faces. This series of talks examines customer satisfaction in the context of the causes of satisfaction and dissatisfaction, the effects of satisfaction and dissatisfaction, and the consequences for business.