Customer loyalty is when a customer continues to purchase or use a product or service over the long term, even when other similar types of products or services are available.

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.6 Analyse customer data
1.3.1 Build customer relationships
1.3.3 Review customer relationship approach
15.2.1 Customer satisfaction, accolades, awards
15.2.2 Customer retention/referral/relationship building
15.6.8 After-sales service/warranties/customer complaints
7.1.1 Develop, deliver, & maintain customer billing
7.3.2 Manage customer complaints
8.2.3 Leadership relationships with customers

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