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Examining the loyalty structure of the market is a key competitive tool and becoming increasingly more important. Loyalty, properly measured, provides the organization with an understanding of critical customer behaviors and outcomes – share of wallet, margin – and the distribution of customers across different organizations. Loyalty analysis also explains why the customers are distributed across the firms in the market and what the individual firm can do, if anything, to change that distribution.
Please join Aldy Keene and Larry Seibert to hear why loyalty analysis is important |
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