This paper objective is customer satisfaction in the following sections:
(1) the definition of satisfaction and customer loyalty
(2) Why is the satisfaction and customer loyalty important?
(3) How to measure customer satisfaction and loyalty?
(4) What are the key success factors for customer satisfaction program.
(5) program of customer satisfaction as proactive, customer satisfaction and loyalty.
() 6 channels to listen to customers.
a. The regular surveys of customers.
b. Satisfaction surveys transaction.
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