Breaking the Loyalty Myth: How Understanding Consumer Behaviour Delivers Better Customer Service

Provided by: Oracle Topic: Consumerization Date Added: May 2016 Format: PDF
For decades, organizations have focused on increasing customer loyalty.Businesses worldwide are realigning, or newly investing in, technology and business models to more effectively engage with digital consumers at every touch point in the customer experience lifecycle.However, just because continued patronage of a brand has the appearance of loyalty doesn’t mean that it’s the emotion being experienced by a consumer.

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