Woodruff “Woody” Driggs and Naomi Kasolowsky
Loyalty is not necessarily an emotional connection to the brand. True brand evangelists—or even potential evangelists—are at best rare and possibly non-existent. Companies need to recognize, develop and manage more than one kind of customer loyalty: conditional, emotional and passive—using more than one kind of strategy.
Content: Quotation | Authors: Naomi Kasolowsky, Woodruff W. Driggs | Source: Accenture | Subject: Customer Related
Creating Customer Loyalty: A Customer-Centric Approach
As brands become increasingly commoditized and competition fiercer, keeping and expanding customer relationships depends on the ability to create loyalty by delivering a customer experience tailored to changing customer needs and values and consistent with the brand promise.
In a time of economic uncertainty—with customer trust eroding and purchase behaviors growing harder to predict—mastering this ability has become even more critical to staying relevant, competitive and … [ Read more ]
Content: Article | Authors: Naomi Kasolowsky, Woodruff W. Driggs | Source: Accenture | Subject: Customer Related