This episode is focused on the role of customer communications in driving customer loyalty.
Rick Ferguson) is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.
Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity.
We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.
Show Notes:
Rick Ferguson)
Phabolousity)
