Home / Summaries / Advanced Service Management / customers-loyalty-customer

Jones & Sasser: Why satisfied customers defect

9 important questions on Jones & Sasser: Why satisfied customers defect

When competition is intens, the level of customer satisfaction is very important. Degree of satisfaction is very important for the deree of loyalty. Which 2 types of loyalty are there and explain them? (Jones)

1 True long-term loyalty
2 False loyalty
Sometimes customers seem loyal, but they are not. There are factors that generate these false loyalty: government regulations that limit competition, high switching costs, proprietary (gepatenteerd) technology, strong loyalty promotion programs, such as frequent flier plans.

Which four elements affect customer satisfaction? (Jones)

1 The basic elements of the product/service that customers expect all competitors deliver
2 Basic support services such as customer assistance or order tracking that make the product/service incrementally more effective/easier to use.
3 A recovery process for counteracting bad expierences
4 And extraordinary services that so excel in meeting customers' personal preferences, in appealing to their values/in solving their particular problem, that they make the product/service seem customized (uitblinkende buitengewone diensten)

What is the disadvantage of customer-satisfaction surveys? (Jones)

It's an important indicator, but relying solely on them can be fatal. The surveys can't supply the breadth/depth of information about customers needed to guide the company's strategy and product-innovation process.
  • Higher grades + faster learning
  • Never study anything twice
  • 100% sure, 100% understanding
Discover Study Smart
Testimonial person
Sophia
Law student
Quotes

For my 1st exam I got a C. Then, I started looking for ways to learn better and I came across Study Smart. Since then I have scored a A+, A, A- and another A. I highly recommend it to everyone who wants to hear it. I am so happy with it!!

Testimonial person
John
Economics Student
Quotes

I was struggling to finish all my first-year subjects for 3 years. Then I discovered Study Smart, which helped me to finish all of them within 3 months.

Testimonial person
Sara
Public Administration Student
Quotes

Because of StudySmart, things are going well in many ways. Before, I always had study stress and no time for anything. Now I feel calm and confident (because of the program). I used to score a B, now I usually score an A or A+.

Testimonial person
Mary
Business Student
Quotes

Hey Chris, I really want to thank you very much for developing the platform, I usually got around C for my exams, now I scored an A+, an A and a A- !!

Testimonial person
Melanie
Psychology Student
Quotes

Since using Study Smart, my average has increased significantly. I even completed a statistics course with a A+ while I'm bad at statistics. I took on extra courses this year, because of Study Smart. Thanks so much!

Testimonial person
Jane
Nursing Studies
Quotes

Ever since I started studying with StudySmart I passed all my exams !!! No more re-sits!! At first, I was happy with a pass and now I only get good grades. Many thanks!

Testimonial person
Rose
Political Science Student
Quotes

I aced all the courses I studied with Study Smart. For law, I first scored a D, and now an A! I’m 100% sure that I’ll pass all the courses I study with Study Smart.

Testimonial person
Tina
Medicine Student
Quotes

I always thought I studied well. My grades were fine. I could never have imagined that applying these study skills would have such a huge and direct impact on my grades, my speed and the pleasure I have in learning.

Testimonial person
Julie
Marketing Student
Quotes

For the first time, I finally feel totally confident about the way I learn. I have the perfect overview and make great progress in terms of speed and the grades I get. Thanks, Chris!

Testimonial person
Matt
Industrial Engineering Student
Quotes

I immediately started to enjoy learning again, and my grades soared. All of a sudden, everything went better. I highly recommend Study Smart to all students..

Testimonial person
Emma
Law Student
Quotes

Being able to create my materials online made the process of studying so much smoother and quicker. I no longer have to spend a huge amount of my time on creating my summaries.

Testimonial person
Michael
Psychology Student
Quotes

At first, my notes were a mess. Now I use Study Smart to take my notes in a perfectly structured way. It helps me to save a lot of time and do other things I enjoy.

Testimonial person
Emily
Teacher
Quotes

Students that study with Study Smart get better grades. The system applies all the learning methods in such a way that both well-performing students and students who struggle perform much better.

Testimonial person
Richard
Literature Student
Quotes

Hi Chris, I would like to thank you very much. Last year I scored C on a course, and this year I got an A+ thanks to your method! Thank you very much!

Testimonial person
Madison
Parent
Quotes

The largest effect is that my child is more enthusiastic about school! Every parent wants their children to be happy at school, Study Smart made it happen.

Testimonial person
Robert
Accountant Student
Quotes

In high school, I failed several exams, and that has really changed now. I actually needed this tool very much back then. Since I started studying with StudySmart, I haven't had any D's. My average score is now an A and those are results I would have never had in the past

Testimonial person
James
Business and Science Student
Quotes

With my old method, I passed only 3 out of 8 courses. Since I started taking my notes digitally in Study Smart, I have passed all my courses on the first try. For me, StudySmart takes away the stress of wondering if I will pass or not.

Testimonial person
Christopher
Veterinarian Student
Quotes

Thanks to StudySmart, I passed all my exams, and with better grades than before! On top of that, I have mastered a very good study method now, which I am confident will help me earn my degree.

What did Jones discovered about the 'linear relationship' between customer satisfaction and loyalty?

The relation isn't linear. Because completly satisfied customers are relativly more loyal than merely satisfied customers. When competition is intens there was a tremendous difference between the loyalty of satisfied and completely satisfied customers. In both manufacturing as service providing organisations.

The key is to understand what customers are saying when they provide various responses. Describe the three-phase approach fo Jones to increase customer satisfaction:

1 To make the measurment of satisfaction/loyalty a priority and to ensure that the process is unbiased/consistent/broadly applied/able to capture and store information on individual customers
2 To create a curve by plotting individual customer responses. Managers should compare their curve with those shown in the industries surveyed and consider the factors that shaped their own curve.
3 To determine the most appropriate stratgies for raising customer satisfaction.

At the heart of any succesfull strategy to manage satisfaction is the ability to listen to the customer. According to Jones there are 5 major categories of approaches that companies can use to listen to their customer. Which one?

1 Customer-satisfaction indices (index): surveying customers about their satisfaction and plot the results: make it a useful tool
2 Feedback: its important to review the company's approach to solliciting feedback
3 Market research: customers should be interviewed both at the time of arrival and at departure
4 Frontline personnel: employees who have direct contact with customers provide superb means of listening
5 Strategic activities

Which 3 major categories of loyalty measurement are there? (Jones)

1 Intent to repurchase
2 Primary behavior (recency, frequency, amount)
3 Secondary behavor (like spreading the word)

What is the overall conclusion of Jones about customer satisfaction and loyalty in 5 different markets?

The overall lesson is the customers are reasonable, but they want to be completely satisfied; if they aren't and have a choice, they can be gone easily. So its essential to understand what portion of customers' seeming loyalty is true loyalty based on a company's delivery of superior value and what part is artificial (why customers don't say they weren't satisfied: customers of reasonably good companies, tend to find it difficult to respond negatively to surveys)

What is according to Jones customer loyalty?

The feeling of attachment to or affection for a company's people, products or services.

Try our study magic for free

a PDF, study it super fast
  • No sign up, email or credit card needed!
  • AI makes unlimited flashcards
  • Get unlimited quizzes and tests
  • Ask AI anything
Create a notebook
  • No sign up, email or credit card needed!
  • Have and keep perfect overview
  • Make flashcards, notes and mind maps
  • Review, test and score!

The question on the page originate from the summary of the following study material:

Advanced Service Management | A Alexiev

View summary
  • A unique study and practice tool
  • Never study anything twice again
  • Get the grades you hope for
  • 100% sure, 100% understanding
Remember faster, study better. Scientifically proven.
Trustpilot Logo

Summaries related to Baines, Lightfout, Benedettini & Kay: the servitization of manufacturing: a review of literature and reflection on future challenges