Loyalty Management

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Customer Loyalty Done Right

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Last month, I ordered a toy train set for my nephew’s 7th birthday. I was happy with the purchase and he loved the train. Naturally, you’d expect I’d shop with this retailer again. Not this time. So what was the problem? The overall experience – including after-purchase. Like most consumers , I have limited patience and high expectations. And with almost every shopping experience involving multiple channels, the message has to be right and relevant at every point of interaction. Here is the first thing the retailer did wrong: They sent three different emails asking…

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