You are required to complete and submit all elements of the assessment task as specified below. Your work should be presented as a report of not more than 2000 words, written in the third person and correctly referenced.
Explain the importance to a business of creating customer loyalty (weighting: 30%). Discuss how customer loyalty can be created and increased (weighting 70%). Your answer should address engaging with customers on social media, surveying customer satisfaction, delivering service recovery and decreasing churn.