Opinion: Satisfaction isn't the same as loyalty

01/23/2012 | CustomerThink

Satisfied customers may love a company's service and products, but that doesn't necessarily make them loyal customers, says customer strategist Maz Iqbal. Making customers loyal requires getting them to "incorporate their brands into their identities," Iqbal says. "The core challenge is to stand for something that presses the emotional buttons that are already present in human beings."

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