Customer Loyalty And How To Get More Of It

Peter Wray

The conventional thinking around customer loyalty is that the only metric that really matters is whether your customer would refer you to others, says British retail expert Peter Wray. In this Process Perspectives podcast, part of a special Retail Excellence Week content series, Wray discusses the evolution of customer loyalty schemes from simple "repeat purchase" schemes in the 1980's through to the highly sophisticated and targeted approaches today.
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