This lecture discusses customer retention, loyalty, and service quality. It covers both the economic and psychological aspects. Economically, it is much more costly for a company to acquire a new customer than retain an existing one. Service guarantees should be easy to understand and claim, meaningful to customers, and credible. The lecture also discusses how superior service can benefit companies through increased customer retention and lower costs. Customer expectations, satisfaction, and loyalty are important concepts in evaluating service quality.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
7 Customer Service Qualifications Everyone Must HaveAdam Toporek
While each customer-facing professional is unique, there are certain core traits that are possessed by those who provide excellent customer service. These seven customer service qualifications are useful in hiring, training, and promoting customer-facing professionals.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
7 Customer Service Qualifications Everyone Must HaveAdam Toporek
While each customer-facing professional is unique, there are certain core traits that are possessed by those who provide excellent customer service. These seven customer service qualifications are useful in hiring, training, and promoting customer-facing professionals.
10 Insights to Deliver Amazing Customer ServiceDesk
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
This was created for the agents to refresh them on basic compliance requirements. This presentation does not include the actual policies due to the sensitivity of the information. This only includes the initial part of the course outline which is the "Basic Call Flow"
Differentiating Your InfoSec Company: Getting Some “Quick Wins”Security Roots Ltd.
There is increasing competition and commoditization in the information security marketplace. InfoSec companies must optimize and standardize their business processes and methodologies to differentiate themselves from competitors. This article (part of a series) discusses strategies for getting some immediate “quick wins” at your company. It looks at some steps you can take now, today, to start seeing improvement and better responses from your clients.
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR AgencyRichard Houghton
Developing business strategies that will allow your agency to not only survive lock-down and a world without a vaccine for Covid-19 but to differentiate itself and grow income.
IN THIS SUMMARY
Even though vulnerability is key to building deep and lasting relationships, it is not usually associated with success in business. Professionals who understand the true value of vulnerability, however, are better equipped to build strong, lasting relationships with clients. In Getting Naked, Patrick Lencioni explains why vulnerability is a critical characteristic of service providers, and he demonstrates how embracing vulnerability can reward them with unprecedented levels of client loyalty. Vulnerability allows for a level of service that is rare, thereby giving service providers the opportunity for a tangible competitive advantage.
http://www.bizsum.com/summaries/getting-naked
The internet is one of the easiest ways to make money, particularly if you want to make money from your home, or make money in a way that costs little and returns many-fold on your investment of little or nothing. It has allowed people from all walks of life to make money—big money—and quit their day jobs (or in many cases, never start one to begin with). And surprisingly, making money on the internet does not require the sort of background, education, or experience that most people think it does. Making money on the internet has been made increasingly easier, opening the door for more and more people to sit back, relax, and let the ethereal World Wide Web make their money for them.
Customer satisfaction, retention, and loyaltyJen Apilado
A short lecture on Customer Satisfaction, Retention, and Loyalty
Filed under Marketing
Prepared by Jen Apilado
Data and collected info from reliable sources.
10 Insights to Deliver Amazing Customer ServiceDesk
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
This was created for the agents to refresh them on basic compliance requirements. This presentation does not include the actual policies due to the sensitivity of the information. This only includes the initial part of the course outline which is the "Basic Call Flow"
Differentiating Your InfoSec Company: Getting Some “Quick Wins”Security Roots Ltd.
There is increasing competition and commoditization in the information security marketplace. InfoSec companies must optimize and standardize their business processes and methodologies to differentiate themselves from competitors. This article (part of a series) discusses strategies for getting some immediate “quick wins” at your company. It looks at some steps you can take now, today, to start seeing improvement and better responses from your clients.
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
PRCA Covid-19 Taskforce: Building a Survival Strategy for your PR AgencyRichard Houghton
Developing business strategies that will allow your agency to not only survive lock-down and a world without a vaccine for Covid-19 but to differentiate itself and grow income.
IN THIS SUMMARY
Even though vulnerability is key to building deep and lasting relationships, it is not usually associated with success in business. Professionals who understand the true value of vulnerability, however, are better equipped to build strong, lasting relationships with clients. In Getting Naked, Patrick Lencioni explains why vulnerability is a critical characteristic of service providers, and he demonstrates how embracing vulnerability can reward them with unprecedented levels of client loyalty. Vulnerability allows for a level of service that is rare, thereby giving service providers the opportunity for a tangible competitive advantage.
http://www.bizsum.com/summaries/getting-naked
The internet is one of the easiest ways to make money, particularly if you want to make money from your home, or make money in a way that costs little and returns many-fold on your investment of little or nothing. It has allowed people from all walks of life to make money—big money—and quit their day jobs (or in many cases, never start one to begin with). And surprisingly, making money on the internet does not require the sort of background, education, or experience that most people think it does. Making money on the internet has been made increasingly easier, opening the door for more and more people to sit back, relax, and let the ethereal World Wide Web make their money for them.
Customer satisfaction, retention, and loyaltyJen Apilado
A short lecture on Customer Satisfaction, Retention, and Loyalty
Filed under Marketing
Prepared by Jen Apilado
Data and collected info from reliable sources.
Dott. Stefano Corazza, Dott. Eugenio Govoni - Formati di fatturazione: i band...EPOCA
Formati di fatturazione: i bandi di gara
Dott. Stefano Corazza - Dirigente Unità professionale Grandi Appalti di Lavori dell'Università di Bologna
Dott. Eugenio Govoni - Università di Bologna
FE@R2B - Workshop Public eProcurement: nuovi scenari e sviluppiEPOCA
Il progetto FE: una testimonianza di un modello open-source per gestire le fatture elettroniche rivolto alle Pubbliche Amministrazioni e agli Enti Pubblici
Stop Trying to Delight Your Customers.pdfIQbal KHan
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem.
The Corporate Executive Board’s Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed.
The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. And they make available to readers a related diagnostic tool, the Customer Effort Audit. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions—and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs
Customer Service Vs Customer Experience.pptxQuickmetrix
Customer experience (CX) encompasses the overall perception and interaction a customer has with a brand throughout their entire journey. It involves every touchpoint and interaction a customer has with a company, including pre-purchase, purchase, and post-purchase stages. Customer experience focuses on the emotions, feelings, and overall satisfaction of the customer.
Customer Service Vs Customer Experience.pptxQuickmetrix
QuickMetrix tools enable businesses to collect and analyze customer feedback through surveys, reviews, and social media channels. They help businesses understand customer sentiment, identify areas for improvement, and track customer satisfaction.
Have we let advertising agencies become dinosaurs? Marketers are looking for effective business solutions, speed and low cost. While many agencies are still enamored by growth in size, stature and heft.
Here are some thoughts on how agencies can close this gap.
Agency business models aren't working the way they used to. The market has shifted. And to remain relevant and competitive, agencies need to shift, too.
This whitepaper addresses how a fresh look at agency business management can make a difference.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
Let’s start where we all agree. Customers have less time. Customers want more convenience. They want to make fewer and shorter journeys to buy and service goods.
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Enterpreneurship Development Assignment on making business unique and convert...Gunjan Awasthi
Ways to make business unique and successful in 21st century.
Challenges or threats on Enterpreneurship and how to convert challenges into opportunities.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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USA WEB MARKET is the Best Verified PayPal, Payoneer, Cash App, Skrill, Neteller, Stripe Account and SEO, SMM Service provider.100%Satisfection granted.100% replacement Granted.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Sustainability: Balancing the Environment, Equity & Economy
7 customer retention and loyalty, service quality
1. 15.778, Summer 2004
Prof. Gabriel Bitran
Lecture 6: Customer Retention and Loyalty, Service Quality
Class Outline:
Service Guarantees
Customer Satisfaction
Customer Loyalty: psychology (trust, transparency, intimacy) and economics
Today, we’ll look at economics and psychology. Most of today’s readings cover the economic
side, but not really psychology.
Economics of Loyalty
• It costs much more for a company to acquire a new customer than to retain an existing
one. This is something that is not well understood, or if it is, it’s not frequently exercised.
Since the cost of acquiring a customer is so high, the value of a brand is very high. This
is especially true of e-commerce since you can have “yourbrandname.com”. A large
portion of a startup company’s money goes to publicity to build a brand that can attract
customers.
Service Guarantees
Yesterday, I asked “Who really benefits from service guarantees?” But before we answer that,
let’s understand service guarantees. Service guarantees have to be:
• Easy to read
• Easy to claim/collect – customer gets his money back, no questions asked.
• Meaningful – it must make sense to the buyer
• Credible
Some businesses won’t offer service guarantees for whatever reason.
Example:
Two countries wanted to lay an underground fiber optic cable between them, but they didn’t want
to use repeaters, which are usually necessary to amplify the signal. They wanted to push the limit.
So, Company X engineers developed a new type of wire. They tested it, and it worked very well.
However, after it was placed in the ocean, it became twisted, which event has the potential to
create problems. The countries didn’t like that. As a supplier, what do you do to fix the situation?
We’ll come back to it later in the class…
Companies should not try to avoid paying a service guarantees. If your pizza is delivered a little
late, many people will understand and accept it – but that is actually a mistake for the company.
They should be collecting that data. The whole point of a service guarantee is to find out what’s
wrong. It forces the company to go through an analysis of cause and effect. (slide 5, “what a
guarantee does”) As a company, you want whoever finds the mistake in the organization to stand
up and say it – it is a positive, not negative effect to find a problem we need to fix. Even if the
company knows of a mistake and the customer doesn’t, company may still want to send the
customer a check (such as rectifying an inaccurate bank statement even if the customer didn’t
complain about it).
Example: I was a customer of Company Y who called Brazil frequently. When I found out that my
friend was paying half the rate I was, I called Company Y to ask why. They said they were having
a promotion, but since I didn’t call them, I didn’t get the special rate. So, even though I was a
customer of theirs for a long time, I canceled my service when I found out. Since acquisition costs
are so high, holding on to customers makes business sense; it’s not just about being nice.
2. Often, services are viewed to be a second-rate part of a company. They know they have to have
a call center, but they don’t adequately staff it. In fact, since the world is changing very quickly –
there are enormous opportunities for businesses that offer superior service.
Question: In the Company Y example, might it be cheaper to lose a few customers than to give
everyone the discount?
Superior firms often don’t (have to) stop to analyze every little decision. They set a new level of
service as the standard and view it as a money-making proposition. One example is FedEx, who
made a calculated risk to set up their call center without doing an elaborate cost analysis. They
used their intuition. The biggest obstacle for service guarantees are lawyers because they want
very long, confusing contracts.
People often assume – wrongly – that it costs more to provide good service than it does to
provide poor service. Often, that’s just an incorrect mental model people assume. Peter Senge’s
“The Fifth Discipline” says we all have mental models, leading to conflicts if we don’t explain our
models and assumptions to others. It may actually cost the same or less to provide superior
service: you save in employee retention; you retain more customers, etc. Yes, some companies
have spent a lot of money on service and gone out of business. But there is no doubt that we can
do better for less – one example is the Merrill Lynch case. We need to pair productivity with
customer satisfaction (yesterday’s diagram).
There are many reasons for a company not to offer a service guarantee. Many old, established
companies do not. Customers trust them and are therefore loyal.
The benefit of a service guarantee is higher when:
• the price of service is high
• the customer ego is on the line
• the level of the customer expertise with the service is low
• the negative consequences of service failure are high
• customer’s image of service quality in the industry is low
• the company depends on a high rate of customer repurchase
The benefits for the company offering a service guarantee are just as big as they are for the
customer. Don’t just offer a guarantee for the customer’s sake. Example: the airline contract
mandated by Congressional lawmakers (?) helped those airlines get back in touch with
customers.
If a big company has a service guarantee, it can sometimes offer a significant advantage over
other big companies. Can our competition company offer all of our guarantees?
Returning to our question from earlier: What should we do about underwater cable problem? The
decision was to replace the system so countries end up with two parallel cables. Yes, it was
costly, but it spurred loyalty among customers, which is a benefit you can’t really quantify.
3. “Service Quality” Slides
Be conscious of the following duality: good service and customer loyalty are not the same, though
you need good service as prerequisite for loyalty. How can you define quality in services? It’s
easy to define in manufacturing (you have tolerances and specifications); but since services are
intangible, how do you create specifications?
Customers expect something and compare it to their perception of what they received.
Expectation determined by: word of mouth, personal needs, past experience, external
communications, etc.
Do we give customer more than they expect? (This is related to the expanding customer
expectations diagram from earlier in the course.) Expectation is a dynamic process: it’s like trying
to hit a moving target all the time. So to try and protect ourselves, we give the customer a little
more than they expect. It’s like an insurance policy that benefits the company. It retains
customers and saves money if we understand what we’re doing and not just giving it away. The
science of service is emerging, driven by psychology.
Companies have to do business differently to continually give more. If a company reinvents
themselves, maybe they can give more for less because of the learning effect. Learning only
takes place when we change. So if an origination learns, they change all the time. But often they
don’t know how to learn – they may learn as a bunch of individuals, but not as an institution.
Dimensions of Service Quality
Which do you think is most important?
• Tangibles
• Reliability
• Responsiveness
• Competence
• Courtesy
• Credibility
• Security
• Access
• Communication
• Understanding the customer
In a study, they found reliability is most important. Though there are many good companies today,
they’re not good enough. Customers are satisfied with what they get, but it’s not good enough.
Reflect on this outcome and understand the difference between satisfaction and loyalty. You can
be satisfied if one company is the only option. Loyalty, however, is far above satisfaction.