When customer perceptions of value differ widely, a one-size-fits-all customer service policy will be most effective at ensuring the majority of customers will become loyal customers.

Question

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A one-size-fits-all customer service policy does not account for the varying perceptions of value among different customers, making it less effective in ensuring loyalty. Tailored approaches that recognize and address these differences are more likely to succeed in building customer loyalty.

When Customer Perceptions of Value Differ Widely, a One-Size-Fits-All Customer