A 2009 study into customer loyalty conducted 1,006 online panel interviews with North American consumers and identified five categories of great shopping experiences, and found that two of the five - "Brand Experience" and "Engagement" - had the most impact on shopper loyalty. The five categories were: 1 Engagement. Being polite, genuinely caring and demonstrating…

BPIR Categories

1.3.1 Build customer relationships
1.1.1 Customer performance/satisfaction measurement
1.3.3 Review customer relationship approach

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