A study into customer loyalty conducted 1,006 online panel interviews with North American consumers in May 2009 and found that customers who had a "WOW" shopping experience (a retail interaction rated particularly great, that surprised and delighted the customer)were over 75% more loyal to a given store than customers who had not enjoyed "WOW" shopping…

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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