S2 E378: Encore Episode - What happened to customer loyalty?

Scott McKain, a renowned expert on customer loyalty, dives into the evolving nature of consumer devotion. He introduces the 'Three Levels of Customer Loyalty' and reveals why loyalty is on the decline. Key factors include choice overload and inadequate navigation tools, drawing parallels to shifts in television viewership. McKain emphasizes the need for businesses to adapt their strategies to enhance customer experiences and engagement, offering actionable insights to turn the tide on loyalty issues.