Sustaining and growing a business, especially during economically challenging times, is no mean feat. When developing strategies to make this happen, many managers think mostly about innovating new products, acquiring assets and expanding geographically. Those things are useful, but it is customer loyalty that ultimately makes a company successful in the long run.
Yet, focusing on customer loyalty is not always the easiest thing to do, since it can be challenging to tie this factor directly to profits. Companies that figure....