Driving loyalty through fantastic customer experiences

Huw Watkins

Huw Watkins, account director at kae: marketing intelligence, argues that what you sell is increasingly becoming secondary to how you sell - and the key to loyalty is now customer experience.

Driving loyalty through fantastic customer experiences

Huw Watkins

What do Travelodge, First Direct, Addison Lee and the John Lewis Partnership have in common? Loyal customers? Strong brands? Empowered staff? Whichever answer you favour, all are succeeding...

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