EBOOK
About
For over 200 years loyalty programs have hovered around enticing customers to come back for more.
This book is a departure from what we have known and adhered to for the past 200 years.
It provides a new framework with four axioms of loyalty and four L&S Principles supported by over 30 true accounts. A new concept of Latency Factors, based on cognitive bias and mental patterns, that identifies the blind spots in our thinking, is also introduced in this book. The relevance of this book is timely as the world is witnessing rapid digital progress. Only if basic definitions are precise, then advanced algorithms will be useful for worthwhile human progress.
This book alters the definition of customer loyalty as it is known to the world today. It offers a new context for measuring the factors of loyalty. The relevance of this book is apt as the world is witnessing rapid digital progress. Advanced algorithms can serve the cause of human progress only if basic definitions are precise.
Mr. Ratan N Tata, Chairman Emeritus, Tata Sons, has endorsed my views and stressed in his Foreword that the inexorable digital progress generates a necessary call to action. "These advances highlight the need to revisit old definitions of customer loyalty which can no longer be defined merely by repeat purchase. The book proposes a new definition of customer loyalty and provides all the numerous new-age factors that affect it."
Time and again, many have illustrated the inadequacy of the definition of 'customer loyalty' as it stands today.
This book hopes to open up a new conversation on the subject. The central premise of the book is: Loyalty and Sacrifice are inseparable. In the case of war heroes and employees, sacrifice is well-recognized and celebrated. As regards customers, the big question is: are customers capable of sacrifice?
This book is a departure from what we have known and adhered to for the past 200 years.
It provides a new framework with four axioms of loyalty and four L&S Principles supported by over 30 true accounts. A new concept of Latency Factors, based on cognitive bias and mental patterns, that identifies the blind spots in our thinking, is also introduced in this book. The relevance of this book is timely as the world is witnessing rapid digital progress. Only if basic definitions are precise, then advanced algorithms will be useful for worthwhile human progress.
This book alters the definition of customer loyalty as it is known to the world today. It offers a new context for measuring the factors of loyalty. The relevance of this book is apt as the world is witnessing rapid digital progress. Advanced algorithms can serve the cause of human progress only if basic definitions are precise.
Mr. Ratan N Tata, Chairman Emeritus, Tata Sons, has endorsed my views and stressed in his Foreword that the inexorable digital progress generates a necessary call to action. "These advances highlight the need to revisit old definitions of customer loyalty which can no longer be defined merely by repeat purchase. The book proposes a new definition of customer loyalty and provides all the numerous new-age factors that affect it."
Time and again, many have illustrated the inadequacy of the definition of 'customer loyalty' as it stands today.
This book hopes to open up a new conversation on the subject. The central premise of the book is: Loyalty and Sacrifice are inseparable. In the case of war heroes and employees, sacrifice is well-recognized and celebrated. As regards customers, the big question is: are customers capable of sacrifice?