This episode is focused on the role of customer communications in driving customer loyalty.

Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.

Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity.

We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.

Show Notes:

1) Rick Ferguson

2) Phabolousity

Living on Earth: January 14, 2011