Loyalty has long been the ultimate aspiration of marketers and customer experience managers. But it remains ever elusive—difficult to get and even harder to keep.
In fact, when Accenture conducted its Global Consumer Survey earlier this year, polling more than 5,800 consumers in 17 countries about their experiences with 10 industries, it found that only 20 percent of those consumers feel loyal to the retailers they do business with.
Some experts say that social media is a major culprit in keeping loyalty at arm’s length....