Emilia bought some Japanese sushi at the grocery store for $14. When she got it home and served it to her family, it tasted rancid. She brought the sushi back the next day and was given a full refund with no questions asked. Evidence indicates that successful handling of product and service failures as in Emilia's situation leads to .

higher levels of customer loyalty.

Explanation:

CRM is an acronym for customer relationship management and it typically involves the process of combining strategies, techniques, practices and technology so as to effectively and efficiently manage their customer data in order to improve and enhance customer satisfaction. Therefore, this employees are saddled with the responsibility of ensuring the customer are satisfied and happy with their service at all times.

CRM means collecting information about the customer for the purpose of improving their future experience.

In this scenario, Emilia bought some Japanese sushi at the grocery store for $14. When she got it home and served it to her family, it tasted rancid. She brought the sushi back the next day and was given a full refund with no questions asked.

This evidence indicates that successful handling of product and service failures as in Emilia's situation leads to higher levels of customer loyalty and as such they would stick to patronizing the business firm or service provider.

This ultimately implies that, in order to gain loyalty from your customers, it is very important and necessary that you treat them right, listen to their complaints, and resolve any business related issue because customers are always right.

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