Over the past 12 months, conventional notions of what drives brand loyalty have been upended by new consumer expectations and needs. Oh, and the pandemic, the economy, and modifications to marketplace behaviors.
In an interview with Judith Aquino of the CX Pod, our founder and president of research consultancy Brand Keys, Robert Passikoff, offers insight into the new loyalty paradigm, including surprising results from the firm’s latest Loyalty Leaders survey.
You can listen to it on The CX podcast, or read the transcript here.
Loyalty is more important than ever. Because today, it turns out an ounce of loyalty is worth a ton of air miles!
Find out more about what makes customer loyalty happen and how Brand Keys metrics is able to predict future consumer behavior: brandkeys.com. Visit our YouTube channel to learn more about Brand Keys methodology, applications and case studies.
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