This was on Bruce Temkins blog.
It shows a great correlation between experience and loyalty. This is why our clients are looking at increasing this focus, because it will pay off on the bottom line.
I surf a lot, (on the interweb) and have found a lot of blogs. Bruces is definately one of the best I have come across. If you havent been...go. It was this sort of thinking that was the genesis of the Customer Experience idea my business is working on.
QB.
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