Creating customer loyalty puts 'customer value rather than maximizing profits and shareholder value at the center of business strategy'.
[1] The key differentiation in a competitive environment is often the delivery of a consistently high standard of customer service.
Customer repurchase and retention behaviors can be measured in a variety of different ways which are enumerated in several award-winning articles published in the marketing discipline.
This requires that the firm should have a strong customer information management department that can capture all the relevant metrics that may be needed for analysis.
In a typical firm, these may come from a diverse set of departments such as accounting, sales, marketing, finance, logistics, and other customer research.
TISSE 2012 enables organizations to focus their attention on delivering excellence in the management of customer service, whilst at the same time providing recognition of success through a 3rd Party certification scheme.