Customer Satisfaction as a Strategic Indicator of Organizational Success: From Service to Loyalty

@article{1711985,
      author = {Barbara Andrade Ferraz Martins Hoog},
      title = {Customer Satisfaction as a Strategic Indicator of Organizational Success: From Service to Loyalty},
      journal = {Iconic Research And Engineering Journals},
      year = {2022},
      volume = {5},
      number = {11},
      pages = {473-476},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1711985.pdf},
      abstract = {Customer satisfaction has emerged as a fundamental strategic indicator driving organizational success, bridging service quality to customer loyalty and competitive advantage. This article examines key customer satisfaction and experience metrics?Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)?and discusses their integration within strategic business planning. Highlighting the synergistic use of these metrics, the article illustrates how monitoring and acting upon customer feedback enhances service processes and fosters loyalty, ultimately translating into measurable business growth. Empirical evidence underlines the efficacy of this approach, with satisfaction improvements from 65% to 87% demonstrating the value of customer-centric leadership. The evolving digital landscape further underscores the strategic imperative of embedding satisfaction metrics in organizational strategy to sustain competitive advantages.},
      keywords = {Customer Experience, Loyalty, Service Quality, Competitive Advantage, Customer Satisfaction Metrics, Strategic Planning.},
      month = {May},
  }