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Consumers Loyal To A Brand Just Because They Say So? |
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"Wait a minute!", says author Joseph Michelli, in The August 18th issue of Customer Think, citing recent NPD Group research, “For all the organizational initiatives directed at "putting the customer first," "driving customer loyalty" and "developing consumer evangelists," customer engagement remains elusive." In fact, according to NPD Group, a market research company, almost 50 percent of the consumers who described themselves as highly loyal to a brand were no longer loyal to that brand a year later.
Author Michelli offers a detailed picture of the dazzling Ritz-Carlton Rx for customer care. (Edit note- Great! But at what point do they get to know me, the occasional guest, so well? Maybe—just maybe—if I book through my trusty travel agent, he’ll tell them. Now, there’s an idea!)
http://www.customerthink.com/article/...
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