The more consumers get conditioned to expect return for their loyalty, the more brand and categories that aren’t used to reward loyalty will suffer. Consumer expectations have changed and expectations will keep getting higher, towards new service normals.
What would you do with a 30.000 euro customer? The NMBS, NS and one-sided loyalty.
The more consumers get conditioned to expect return for their loyalty, the more brand and categories that aren’t used to reward loyalty will suffer. Consumer expectations have changed and expectations will keep getting higher, towards new service nor…