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Why Customer Gratitude Trumps Loyalty

Why Customer Gratitude Trumps Loyalty

Bringing your customers to feel gratitude is the best way to reinforce their loyalty.

Author(s): Mark Bonchek

Publisher: Harvard Business Review

Date of publication: 2015

Read this article on the publisher's website [Harvard Business Review]

Synopsis

This article is one of the sources used in Manageris’ synopses:

Building a resilient brand

Building a resilient brand

Some brands are capable of developing a type of resilience. Although they cannot avoid crises, they know how to bounce back in adversity thanks to their privileged relationship with a core set of loyal customers. How do they go about it?
289b – Synopsis (8p.) Brand