The mass extinction of loyal customers

The customer experience is everything and retail stores that can’t provide it will haemorrhage sales. What about consumer loyalty? Forget it. Loyalty is dead. Jeannie Walters reports.

Do truly loyal customers actually exist? I don't thnk they do.

Now, before leaping forward and citing Apple and its legion of fanboys as the very example of customer loyalty, consider this: the fans of US movie-streaming service Netflix were...

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