Customer loyalty is a behavioral tendency to favor one brand over other. Customer loyalty is the result of positive consumer experience, physical attribute-based satisfaction, and perceived value of an experience including product/services. To prompt customer loyalty, the service providers build an emotional bond with customers.
Customer loyalty is measured in terms of long term relationship with the customer. Thus customer loyalty is when a supplier receives the ultimate reward of his efforts in interacting with its customer. Customer loyalty tends the customer to voluntarily choose a particular product against another for his need. The loyalty may be product specific or it may be company specific. When a customer has a repetitive requirement of same products/services, such customers are known as ‘brand loyal’. The professionals of call centers in India strive hard to fulfill demands and expectations of customer and provide best-in-class services thereby restraining them from turning to their competitors. Customer loyalty has direct relation with the financial results of the company.