The Loyalty Illusion

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The Loyalty Illusion: When Customer Experience is more useful than Loyalty

When it comes to dealing with customer retention problems, customer experience is a more useful concept than loyalty.�

A recent survey showed 2.5 times as many loyalty schemes are operating in the UK now as there were 10 years ago. But if you’re contemplating joining them in the belief that a loyalty scheme will solve your customer retention problems, we’d ask you to think again.�