A customer's decision to be loyal or to defect is the sum of many small encounters with the company.In order for all these small encounters to add up to customer loyalty,many companies,such as Joie de Vivre Hospitality,strive to create ________.
A) a reward program
B) a comprehensive customer database
C) a branded customer experience
D) strong word-of-mouth promotions
E) a top-notch advertising campaign

Question

Quizplus · Accepted Answer

Creating a branded customer experience means creating a consistent experience that aligns with the company's brand and values throughout all customer interactions. This can help create a sense of familiarity and trust with customers, which can lead to loyalty. Reward programs, databases, word-of-mouth promotions, and advertising campaigns may all contribute to customer loyalty, but creating a branded customer experience is the most fundamental and overarching approach to achieving it.

A Customer's Decision to Be Loyal or to Defect Is