Q: Can you give me more information about how organizations gain, measure, and retain customer satisfaction and loyalty?
A: The Quality Improvement Glossary, by Donald L. Siebels, defines customer loyalty/retention as “the result of an organization’s plans, processes, practice, and efforts designed to deliver their services or products in ways which create customer satisfaction so customers are retained and committed to remain loyal”.
ASQ has published extensively in this area. For more on this topic, please visit ASQ’s website.