Sep 11 Posted 3 years ago
Hello Mattew thanks for sharing this post. I've found it really useful and I agree with your points and advices. True loyalty requires both share-of-wallet and share-of-heart so that customers continue buying even when situational factors may make a repeat purchase difficult, such as stock outage or alternative providers trying to persuade customers to switch using promotional offers. However, attitudinal loyalty in itself is not a guarantee of profitability and firms need to be efficient in translating these attitudes and loyalty intentions into actual loyalty behavior.
If you are interested we have written a bit more about it in here http://www.eelanmedia.com/beyond-engagement-create-brand-ambassadors-with-a-hug/ I would love if you give me your feedback
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