Here's a very interesting item that attempts to itemize the components that drive customer loyalty. Entitled, "The Loyalty Riddle," it is written by Marshall Lager and it appears in desinationCRM.com. In case you're short of time and can't view the link directly, the six factors they talk about are Competency, Integrity, Recognition, Proactivity, Savvy, Chemistry. These factors are well-explained in the article.
Of greater interest perhaps is what's said by various experts about how corporate entities have to behave, and what actions they should take, to maximize these factors in today's online, social-media-driven world. It isn't easy and it doesn't come naturally. But it is possible. Especially if you're able to step out of the way and let consumers participate in creating the customer experience they want most.
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