Think your most frequent customer is your most loyal one? You're probably wrong.
This topic was so information-dense and critical, we had to make this a special double-length episode. Loyalty expert Dale W. Harrison delivers an authoritative, no-fluff masterclass that challenges outdated brand strategies.
He explains why "it's not how often someone buys your brand" that defines loyalty.
So, what is the real metric?
Dale breaks it down: True customer loyalty is measured by the "proportion of total purchases that go to a specific brand". A customer who buys from you 10 times, but only from you, can be far more loyal than a high-frequency customer who splits their purchases with your competitors.
This masterclass will teach you:
Why "high purchase frequency does not guarantee high loyalty".
How to properly measure loyalty by the "fraction of total purchases".
Why your brand strategy must "focus on retaining loyal customers rather than just increasing purchase frequency".
Using the right "customer loyalty metrics" to inform your marketing and "identify key customer segments".
At CX Master Academy, we focus on practical application and measurable results. This conversation gives you the actionable insights to stop chasing the wrong numbers and start building real loyalty.
Want to stop using outdated methods and get real results?
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