Customer loyalty has become something that is difficult to earn, tougher to demonstrate, and perhaps hardest of all to measure. Measurement was the task faced by the Temkin Group in its annual Temkin Loyalty Index (TLi). The survey of 10,000 U.S. consumers attempted to name the brands with the strongest loyalty not only in each of the 20 surveyed industries but also across the market as a whole, taking into account the customer loyalty at 294 total brands.
Looking at trends across industries, the index clearly demonstrates that....