Customer loyalty is a topic that is more important than ever, as technology has created more consumer fragmentation, as well as creating message and brand overwhelm.
While it’s a critical strategic endeavor for every company, even some of the largest brands in the world make significant customer loyalty mistakes. As a small business, you may have even more at stake.
Here are three key ways that companies get their customer loyalty efforts backwards:
Source: CNBC.com, January 6, 2012. Author, Carol Roth.
Have you seen other businesses get customer loyalty wrong? What were they trying? Why did it fail? How did they recover?
What mistakes has your business made when trying to build customer loyalty? What did you learn in the process?