Customer Satisfaction

  • Vanderbilt University

    Why customer loyalty doesn’t always pay

    New research by Vanderbilt Owen Graduate School of Management professor Bruce Cooil and his coauthors finds that for all the attention companies pay to achieving high satisfaction levels among their customers, what matters most is how well a company ranks in comparison to rivals. No matter how much a customer likes a company or product, if they don’t like it more than the competition, they don’t always put their money where their mouth is. Read More

    Oct. 17, 2011