Customer relationships: Why simply the best isn't always right

This article indicates that good performance alone is not enough to ensure brand loyalty, according to the findings of a survey of 40,000 customers across 20 countries.

Customer relationships: Why simply the best isn't always right

Stefan Schmelcher, Susanne O'Gorman and Charlotte Nau

Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of...