Listening to customers is something all loyalty marketers aspire to, but to truly listen to them and understand their needs and expectations can help a company attain brand loyalty. Just ask Piedmont Natural Gas, an energy services company primarily engaged in the distribution of natural gas to more than 1 million residential, commercial, industrial, and power-generation utility customers in portions of North Carolina, South Carolina, and Tennessee.
As a result of truly listening to its customers and acting on invaluable insights gained....