Kieran Kilmartin, VP International marketing, Pitney Bowes Software, offered his views about customer loyalty during an interview with Loyalty 360 CEO Mark Johnson, stressing one key word: Retention.
“For me, it’s all about retention,” Kilmartin said. “The big play there is about retention of the customer.”
Another equally important loyalty component is brand advocacy, Kilmartin said.
“Trying to promote customers to become advocates of your brand, I think that’s what loyalty is all about....