The Twelve Laws of Loyalty and How Marketing Leaders Leverage Them
Jill GriffinCustomer Loyalty
I am often asked, “Isn't customer loyalty dead?” Many think it has forever vanished and that lowest price is the only thing that keeps a customer returning. But, take heart. Customer loyalty is alive and well. Look no further than Dell, Harrah's, Starbucks, USAA, Chick-fil-a or Harley-Davidson, to name a few, and you'll find companies that are consistently earning customer loyalty while their competitors struggle.
But, what is this thing called customer loyalty?
How can you recognize it?
Why is it so critical to every...