Influence of Customer Satisfaction

Lesson 8 of 10 • 0 upvotes • 5:27mins

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For customer-centered companies, customer satisfaction is both a goal and a marketing tool, which is may times used as competitive advantage. Companies need to be especially concerned with their customer satisfaction level today because the Internet provides a tool for consumers to quickly spread both good and bad word of mouth to the rest of the world. Some customers set up their own Web sites to vent out their grievances and register protest, targeting high-profile brands such as United Airlines, Apple, and Mercedes-Benz. This makes it even more challenging for companies in order to retain the customer's trust and loyalty.