For CVS officials, truly listening to their customers has reaped grand dividends in the brand loyalty department. Some companies launch loyalty programs and achieve early success, but don’t spend the time to constantly monitor and enhance them through effective listening. Deep corporate commitment aimed at customer loyalty, customer engagement, and customer experience is an ongoing mission that is essential in nurturing brand advocacy. CVS launched its ExtraCare loyalty program 15 years ago, but officials are not about to rest on....

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