Catch the Customer Equity Accelerator weekly on C-Suite. The Customer Equity Accelerator is a show for high-level marketing executives who need to accelerate customer-centric thinking and digital maturity.
Join Allison as she features innovative guests who share quick wins on how to improve your bottom line while building a stronger, happier, more valuable customer base. Don’t miss a single episode brought to you weekly on C-Suite Radio. Ready to accelerate? Let's Go!
71 | Wharton’s Pete Fader on Customer Loyalty (and what affects it)
This week Wharton Professor Peter Fader dives into customer loyalty in the Accelerator.
Loyalty is an area riddled with multiple concepts colliding with each other but Professor Fader helps us sort it out. He cites a classic paper by Oliver which frames four flavors of loyalty: Affective loyalty (emotional love), action loyalty (things you do), cognitive loyalty (feature love) and conative loyalty (intent to buy). Our conversation then moves into the broader effect of satisfaction and switching costs on loyalty. You can catch all our episodes on C-Suite Network Radio.
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