ORLANDO – The theme of all three general sessions on Thursday at the 6th annual Loyalty Expo was customer experience – understanding and delivering consistent, amazing experiences, and surprising and delighting your customers.
Mark Johnson, CEO and Chief Marketing Officer for Loyalty 360, opened the day with a comprehensive look at building long-term customer relationships and the challenges brands face in defining and measuring loyalty.
“Loyalty is about behavior,” he said. “The challenge is to....