The Convergence of Loyalty and Customer Experience – Bram Hechtkopf

Inside the mind of Kobie Marketing

Regular LoadFactor contributor Bram Hechtkopf examines the convergence of loyalty and customer experience management. In fact these are two distinct areas in an organization that have different  interactions with the customer but must work together in concert to deliver positive results. Among several factors, a customer centric approach to business, technology and a top-down management approach are essential for success.

About The Author
- Roger is an internationally recognized expert on airline loyalty, alliances and ancillary revenues. He commands a consulting portfolio of top airlines and Forture 500 companies. Roger is also a professional photographer and cinematographer and works as a photojournalist for LoadFactor TV.