CUSTOMERS EXPERIENCE MANAGEMENT AND LOYALTY IN THE BANKING INDUSTRY
CHAPTER ONE 1.0 INTRODUCTION 1.1 BACKGROUND OF STUDY In the business environment today, loyal customers are considered to be the pivot behind the success of many service businesses especially the banking sector of Nigeria; this goes to other organization under the service sector like the insurance, hospitality industry etc. The assumption is that with customer satisfaction; loyalty, retention and profitability will automatically follow. The current thinking is that the relationship ...
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