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Where should I start building customer loyalty?

Michael Lowenstein EXPERT RESPONSE FROM: Michael Lowenstein

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QUESTION POSED ON: 20 November 2007
Can you give me some tips on how to go about building customer loyalty?

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EXPERT RESPONSE
Customer loyalty is all about driving perceived value, whether that is rational (functional, quality, cost, etc.), emotional (trust, service, communication, information, brand equity, etc.) or a combination of these two dimensions. First, identify what leverages top-end customer commitment and advocacy behavior, and then build customer experience around it.


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