When Procedures Destroy Relationships? A Loyalty Leadership Test
Автор: Lars Meyer Waarden
Загружено: 2026-01-02
Просмотров: 23
Описание: Why do loyalty programs fail at the exact moment they matter most? In this episode, I reveal the Loyalty Paradox: how rigid procedures and automated CRM systems can silently destroy trust, loyalty, and customer lifetime value—while small acts of flexibility can generate massive returns. Based on 20+ years of academic research, real-world airline cases, and hard data, this video explains: Why service recovery is a strategic profit center—not a cost Why NPS and satisfaction are weak predictors of true loyalty How trust, recognition, and customer well-being drive long-term loyalty How a minor CRM communication change can unlock €50M in value Why AI, chatbots, and automation must support—not replace—human relationships This video is for CRM leaders, executives, consultants, MBA/PhD students, and anyone interested in customer experience, loyalty programs, and technology-driven marketing.
Повторяем попытку...
Доступные форматы для скачивания:
Скачать видео
-
Информация по загрузке:
