Today is a loyalty-as-you-conceive-it-does-not-exist type of day.
First, I read this well-written piece from Roderick Morris (@roderickmorris), where he states
Operating under the idea that loyalty can be measured, monitored, and the resulting insights applied, CEM looks to create customers that make the conscious decision to purchase, not of inertia [...]
To deliver constant satisfaction you have to set high expectations and over-deliver, but more importantly – make sure you have the right customers!
