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The Orange Business Services Strategy to Manage by Customer Loyalty Index

In the current economic climate Customer Care is more important than ever before.

Customers face various uncertainties and they need to be assured of the quality of their suppliers: trust is key.

The most important corporate priority is to deliver outstanding Customer Care.
Ensuring Customers expectations are met and an exemplary end-to-end experience provided all of the time generates and maintains their loyalty.
This matching of expectations with experience should be regularly checked and enhanced throughout the development of Customer relationships.
Quality of service and Customer Care are increasingly significant factors in the quality-price balance and with decreasing tolerance of service and process issues only suppliers with proven Customer Care credentials and business relationship spirit will give their customers the required sense of increased trust and sustainability.

This generates a more in-depth partnership and mutual success for both customer and supplier: regaining control for the customer and guaranteeing income for the supplier.

find out more and download this IDC report (PDF)