More Info On Customer Experience And Loyalty.

Bruce Tempkin writes: "In an earlier post, I discussed my research on how customer experience correlates to loyalty. That analysis looked at the link between good experiences and three elements of loyalty: Willingness to buy from the provider, reluctance to switch away from the provider, and likelihood to recommend the provider... The bottom line: It’s another wake-up call for wireless providers, TV service providers, ISPs, and banks."