Driving loyalty through customer experience
Most companies you ask want to run a loyalty program of some kind. If only things were this easy. At DestinationCRM Christopher Musico seems to have the answer. “Want customer loyalty ?”, he asks, “improve customer experience is his answer”. He quotes recent Forrester studies that co-related customer loyalty and customer experience. While the association of the two may sound like a no brainer, Forester analyst Bruce Timkin, who was leading of one of the studies, says that no quantifiable numbers had ever reinforced the connection. Read more in DestinationCRM.