Fierce Loyalty
In today’s hypercompetitive and connected world, where customers can switch to another provider with the click of a mouse or rethink a purchase decision based on a single online review, earning the true loyalty of customers has proven to be elusive for most organizations. In pursuit of even small gains in customer loyalty, organizations offer lower prices, provide incentives, or construct reward programs, only to find that the benefit of such measures is often muted and/or short-lived. Such measures may change customers’ short-term purchase behaviors, but they rarely earn customers’ true loyalty and are easily replicated by competitors. Read the excerpt to learn more....
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