Curtis N. Bingham's Blog (1)

In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product. I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue