Go, ask Google what “customer loyalty is”.
Awesome. Now you know what “customer retention” is.
Yes. It’s a rare example of a dire mistake by the almighty search engine.
Cause no, customer loyalty and customer retention are not the same thing.
So, what is customer loyalty? How do you recognize, build, achieve, measure, sustain grow it?
Glad you asked.
PostFunnel got Nicola Fox, an experienced CRM and Loyalty expert, to tell you all about it in our brand new Loyalty Series.
Nicola has worked in retail for over 15 years, and her focus has been on delivering the data, technology and cultural change she believes is central to implementing customer strategy and nurturing loyalty.
You can find the full series here
Chapter 1: What Is Loyalty and How Do You Recognize It?
Chapter 2: What You Need and What You Don’t to Build Loyalty
Chapter 3: Measuring Loyalty – What Are the Important Metrics and How Do We Find Them?
Chapter 4: Is Personalization Relevant in Loyalty Marketing?
Chapter 5: Rewarding Loyalty to Drive Growth
Chapter 6: The Relation Between Loyalty and Technology
Chapter 7: Establishing the Right Culture for Loyalty
Chapter 8: The Rise of Loyalty Through Referral, Partnership, and Subscription
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