n Management Today - Customer loyalty : how loyal organisations stand out

Volume 21, Issue 3
  • ISSN : 1027-4324



Extracted from text ... I Customer loyalty: how loyal organisations stand out 46 Management Today April 2005 Mari Jansen van Rensburg was director of marketing and communication at the Unisa Graduate School of Business Leadership and is furthering her studies in Australia at the moment. Prof Peet Venter lectures at the same institution and may be reached at ventep@unisa.ac.za. In the previous article in this series, we identified nine key organisational drivers of customer loyalty and explored the role of these drivers in developing a culture of customer commitment. In the same study we compared companies that reported a perception of customer retention higher ..

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