October 2011
Beginner
224 pages
4h 46m
English
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CHAPTER 11
LOYALTY REIMAGINED
Loyalty programs really got their “wings” beginning in the late 1970s when American Airlines rolled out the very first frequent flyer program followed by all manner of businesses launching customer loyalty programs ever since.
A lot has changed since then, especially with all customer touch points today able to track customer behavior at point of sale, at call centers, or online.
But one thing hasn't changed and it's an important constant to remember.