by Jeanne Roué-Taylor
These days, customer loyalty is far more than points and rewards. In fact, true loyalty is about earning trust in a way that allows that customer relationship to be managed toward greater value like any other business asset. Author and Forbes Top Social Media Influencer Ted Rubin champions this idea in his book Return on Relationship:
“Return on Relationship™ (ROR), simply put, is the value that is accrued by a person or brand due to nurturing....