We have a special treat for you as we kick off a three-part series on earning customer trust and loyalty. In this episode, titled "The Fisherman's Dilemma and Three Types of Customer Loyalty," I will explore the deep connection between customer experience and elements such as emotion, trust, loyalty, and value.

• What's the connection between trust and loyalty?
• What are three different types of loyalty and why is it critical to know the difference?
• What does the data say about repurchase, customer referrals, forgiveness, and cost to serve?
• Why should customer loyalty matter to the C-Suite?
• What are some real world examples of customer loyalty?

Join me for this three part series. Next time we will delve into trust, both interpersonal and institutional and how it can be earned by individuals and by organizations.

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