Forrester held its Forum for Customer Experience East event on June 25 & 26 in New York City. I wish I had been in attendance, as Forrester Analyst Emily Collins shared some compelling thoughts on the future of customer loyalty.
In an article on Mobile Marketer by Michelle Saettle, Collins is quoted as saying “Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before”, Ms. Collins added....