2004 2005 Customer Experience Management Customer Retention 
Bob Hayes
MAY 7, 2018
Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., 2006; Gruca & Rego, 2005). Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g.,
Bob Hayes
MAY 7, 2018
Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., 2006; Gruca & Rego, 2005). Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g.,
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