In this episode, the focus is on managing customer experiences to build loyalty through service quality and recovery. Using the service-gap model, it outlines how to identify and close discrepancies between customer expectations and actual service delivery. It also emphasizes the power of addressing dissatisfaction swiftly and fairly, showing how even negative experiences can strengthen customer loyalty when resolved effectively.
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Alexander Chernev. Innehållet i podden är skapat av Alexander Chernev och inte av,
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