Finding new customers is hard. Losing them, well, that’s easy. Which is why nearly 60% of U.S. marketers plan to expand their focus on customer retention and loyalty in the year ahead.
Brands that don’t engage customers in the right way, at the right moment, in the right context are quickly replaced by competitors who can. And marketers who fail to personalize brand experiences not only jeopardize brand loyalty, they risk losing brand revenues: Each year, $41 billion is lost by U.S....