The Customer Satisfaction-Loyalty Dissatisfied Customers'Repurchase Intentions under Various Conditions Relationship How Many of Your Unhappy Customers Will Buy Zone of Affection NoncoaplainantsF gs 口 Major Complaints 口 Minor Complaint Zone of indifference Complaints No Zone of Defection Complaints 64 Terrorist nor dissaia Satisfied VerA Percent of customers who will buy from you again The satisfaction Mirror CS and Employee satisfaction Customer Employee CRM ERM Customer Satisfaction. Employee Satisfaction Stronger Rab Customer Retention Employee Retention Customer Lifetime Employee Lifetime Key Customers Key Employees Treat customers like employees and employees like customers9 The Customer Satisfaction-Loyalty Relationship 0 20 40 60 80 100 1 2 34 5 Loyalty (Retention) Very dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied Satisfaction Near Apostle Zone of Defection Zone of Indifference Zone of Affection Terrorist Apostle Dissatisfied Customers’ Repurchase Intentions under Various Conditions Dissatisfied Customers’ Repurchase Intentions under Various Conditions How Many of Your Unhappy Customers Will Buy from You Again? 70% 46% 37% 82% 54% 19% 9% 95% Complaints Resolved Quickly Complaints Resolved Complaints Not Resolved Noncomplainants Percent of customers who will buy from you again Major Complaints Minor Complaints The Satisfaction “Mirror” The Satisfaction “Mirror” More Familiarity with Customer Needs and Ways of Meeting Them Greater Opportunity for Recovery from Errors Higher Employee Satisfaction Higher Productivity Improved Quality of Service More Repeat Purchases Stronger Tendency to Complain about Service Errors Higher Customer Satisfaction Lower Costs Better Results Customer Customer Employee 12 CS and Employee Satisfaction CRM • Customer Satisfaction • Customer Retention • Customer Lifetime Value • Key Customers ERM • Employee Satisfaction • Employee Retention • Employee Lifetime Value • Key Employees Treat customers like employees and employees like customers