¶ … Customer Dissatisfaction
Specifically identify three or more of the potential costs of customer dissatisfaction by type of cost. 2-Describe or explain each of these costs.
There are four types of costs of customer dissatisfaction:
Drop in satisfaction level causes even greater drop in loyalty level:
Many organizations confound the descriptives of "very satisfied" and "somewhat satisfied" clients, but the difference in loyalty is exponential. Very satisfied consumers are apt to return to the company and refer to others, whilst only somewhat satisfied consumers are often unlikely to return or, if they do return, to infrequently employ the service. Sometimes, the drop in loyalty between one and other classification may be as much as 50%, and whilst many organization add the 2 descriptors together in order to arrive at a "better satisfaction" score, they do not realize that the cost of customer dissatisfaction in the latter category is greater than in the former.
2. Problems drive customers away: Although customer loyalty...
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