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
Think Your Customers Are Loyal? Think Again
The psychology at the heart of customer buying patterns is far more complex than previously thought. The different variations of customer loyalty must be understood if a company is to win the long-term battle for customers, increase market share and achieve high performance.
Content: Article | Authors: Paul F. Nunes, Steven S. Ramsey, Woodruff W. Driggs | Source: Outlook Journal (Accenture) | Subjects: Customer Related, Management