Gartner Blog Network

Tag: 'loyalty' Blog Posts

from the Gartner Blog Network

Identify Value Enhancement Activities in Customer Service that Drive Loyalty Behaviors

by Allegra Ubbes  |  September 8, 2020

    Service leaders have long asked what role Service and Support plays in customer loyalty returns, and Gartner has studied this critically important question for more than a decade....

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Measuring Loyalty: Attitude versus Behavior

by Augie Ray  |  August 4, 2019

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal...

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Breaking up With a Brand You Love is Harder Than it Sounds

by Bryan Yeager  |  November 21, 2018

Until recently, I don’t think I would have considered myself to be emotionally attached to brands. But something happened this summer that changed my perspective: I stopped using a service...

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The Customer Experience Difference: Are Customers Loyal to Your Brand or Your Loyalty Program?

by Augie Ray  |  November 20, 2018

Brands do not (and should not) improve customer experience (CX) simply because it feels right to have happier customers. The reason to invest in CX is to deliver more loyal...

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