Question

Which of the following statements about customer loyalty is true?

a. periodic special promotions lead to true customer loyalty

b. customer loyalty occurs as the result of a single customer-provider experience

c. lasting customer relationships can be built without trust

d. customer loyalty stems from an organization's ongoing efforts to meet and exceed customer expectations

Answer 1

True customer loyalty arises from an organization's continuous efforts to fulfill and surpass customer expectations, forming a trustworthy relationship over time. It is not solely based on promotions or single experiences.

Step-by-step explanation:

The statement that is true about customer loyalty is: d. customer loyalty stems from an organization's ongoing efforts to meet and exceed customer expectations. Customer loyalty doesn't just happen due to a single event; it is built over time through consistent, positive experiences that create trust between the customer and the business. Trust is a fundamental component of customer loyalty, and without it, it's challenging to maintain lasting customer relationships. Periodic promotions may bring customers in but do not guarantee they will stay loyal in the long run. True customer loyalty is a result of an ongoing commitment to excellence in service and exceeding customer needs and preferences.