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Answer :
The three possible outcomes of a customer encounter are loyalty, neutrality, or disloyalty, with a focus on the loyalty curve. The customer behaviour is predicted by the loyalty curve.
Following the loyalty curve, the three possible outcomes of a customer experience are as follows:
Positive customer experiences raise the likelihood that they will become devoted customers, which promotes repeat business, positive word-of-mouth, and higher customer lifetime value.
Indifference: If a consumer has a mediocre experience, they might not stick around but they also won't be compelled to switch to a rival. If there are no other choices, they may only go back.
Defection: If a consumer has a bad experience, they may leave for a rival and tell others about it, which will reduce sales and customer lifetime value.
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