How Customer Loyalty Differs Online
Thursday, August 27th, 2009My latest article for the web channel at Multichannel Merchant.
I think my point didn’t really get across, but its mostly my fault. The bigger point here is the separation between loyalty and value, and that customer experience is a great driver of loyalty, which in turn improves value. Since this is part of a longer series of columns that will eventually tie together, I’ll back and rethink this one.
