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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