LearnSmart

01/10/2025

Are satisfied customers loyal?

As you ponder this question, consider the experience of Ken who usually services his car at a particular auto workshop called Auto Center A. Ken’s goal is to have his car serviced properly. And when the car goes in for servicing, everything on the checklist is usually carried out absolutely correctly with car ready on time and the bill also totally correct. So Ken is satisfied with the services of this auto workshop and has become their regular customer.

One day, after his car became due for servicing, he was going to that workshop (Auto Center A) for servicing and saw another workshop called Auto Center B that newly opened in the same vicinity, with service charge the same as that of Auto Center A. Ken decided to try the new workshop. So he dropped his car for servicing at the workshop (Auto Center B) and went to a nearby market for shopping.

When he returned to collect his car, he found not only that the service has been done properly, the bill correct and the car ready, but that it has also been washed, the interior has been vacuumed with a clean white sheet of paper placed in the footwell. And there is a band of paper around the steering wheel that says, “This car has been serviced by Osaze Oviawe. If you have any worries, please ask to speak to him.” Ken was very satisfied.

Which of the auto workshops will Ken likely go to the next time his car is due for servicing?

Now, again, are satisfied customers loyal?

20/07/2017

Managing Teams | A team leadership course | Discount ends this week

This course equips participants with the skills and tools to help them unleash the talent of their individual team members and ensure that their team runs efficiently while maintaining a high level of motivation and satisfaction among team members.

13/07/2017

The impact of team leadership on employee engagement

And there are crucial links between employee engagement and vital business outcomes such as profitability and productivity. Consequently, the need for quality team leadership and the awareness of how it affects engagement cannot be over emphasized.

05/07/2017

Managing Teams | A team leadership course | Coming up soon

This course equips participants with the skills and tools to help them unleash the talent of their individual team members and ensure that their team runs efficiently while maintaining a high level of motivation and satisfaction among team members.

26/06/2017

In case you missed, the HR Training offer is open again for few days

It will introduce you to human resource concepts. We will walk you through the hiring process, from performing a skills inventory to conducting the interview; discuss orientation; and cover some issues that arise after the hiring (such as diversity issues, compensation, and discipline).

21/06/2017

The inadequacy of hard skills

Since hard skills are specific knowledge and abilities typically backed up with certificates and certifications, people tend to focus more on them for career advancement. Even organizations provide more training for hard skills than they do for soft skills. But ...