Should Customer Service Professionals be Worried about “Customer Loyalty”?

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Written by: Rajib Chowdhury

About the author: Business Head – Consumer Durable Service & Revenue

I had a colleague who was a die-hard fan of Thums-up. We used to travel together a lot. But I never saw him coming out of a Dhaba or roadside restaurant in disappointment since there were no Thums-up available……..

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Paradigm shift in After-Sales Service – Must know for Marketer

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Written by: Rajib Chowdhury

About the author: Business Head – Consumer Durable Service & Revenue

I clearly remember, it was 1985, my dad finally booked our first Refrigerator. The Refrigerator was delivered almost a month after the booking. Unfortunately one decorative plastic cover was found broken. Toll free or customer care concepts were not there even in the imagination of the brands…….

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