Using Design to Create Fiercely Loyal Customers Harvard Case Solution & Analysis

Companies strive to create loyal, profitable customers, but the authors suggest that this could only be achieved by rethinking the existing logic of customer loyalty, the integration of your efforts loyalty product offer development, marketing and sales, as well as the close cooperation between the strategy and design of the organization's functions. Cultivating loyalty requires ambition and risk, but ultimately provide your company's valuable and stable relationships. The set includes four steps to determine the appropriate leverage, design activities, and organizational strategies to create loyal customers.
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by Jeremy Alexis Source: Rotman School of Management, 5 pages. Publication Date: September 01, 2006. Prod. #: ROT029-PDF-ENG

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