The Effectiveness Of Strategies In Improving Customer Loyalty Case Of First Mutual Life

Abstract The purpose of this study was to assess the effectiveness of customer service strategies engaged by First Mutual Life Assurance Company. The objectives being: to find out the effects that training employees on customer service have on customer loyalty; to identify if employee emotional intelligence results in customer loyalty; and lastly, to establish the effects of customer follow-up on customer loyalty. Studies on other customer service management strategies in the past decade, have been done by many scholars in other countries, but a study, particularly on these issues has not yet…