Customer Loyalty Is Broken

In today’s hyper-competitive markets, customer loyalty takes on new importance for numerous reasons. Markets are competitive because in many there are multiple competent vendors with quality products. Also, the number of net new customers is falling to the rate of population growth; for example, if you have a smartphone you might be reluctant to buy another as long as the current one is working. This means that for any vendor to show decent growth, strategies that take away a....

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