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.