At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?
A)When basic expectations are met
B)When service improvements move customers from dissatisfied to satisfied
C)As customers enter the zone of indifference
D)Around the threshold between satisfaction and delight with the service
E)Loyalty grows at a steady rate as satisfaction rises

Question

Quizplus · Accepted Answer

Customers are most likely to exhibit strengthened loyalty when they are delighted by the service they receive. This often occurs around the threshold between satisfaction and delight, which is the point at which customers become highly satisfied and are most likely to become loyal brand advocates. Therefore, marketers should aim to not only meet but exceed customers' expectations in order to enhance their satisfaction and build strong customer loyalty.

At Which Level of Employee Satisfaction Are Marketers Likely to See