"Even a slight drop from complete satisfaction can
create an enormous drop in loyalty."
Marketing: An Introduction, 10 Edition (p.21)
I agree with this line in the book cause we use to buy
cake in another store but ever since we got a great customer service from
another bakery called "Freed's Bakery". It is when we found out that
they make no sugar added cakes with stevia/splenda. We place an order for my
grandfather's 80th birthday and set the date for pick-up. When we arrived at
the store they accidentally only made a round cake NSA that is for 15-20 people
but we ordered for 30+ people rectangle size cake. So they actually listen to
us, using emphatic words then they apologize that they will make another one. We
had to wait for an hour for the corrected cake size and even treat us for some
either items that they have while we wait. So when the cake finished, they said
that they are throwing in the round cake as well for free because of the inconvenience.
So from that day we been ordering cake with Freed's Bakery plus we also told our
friends and families because they also like the product plus the customer
service.
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