The Customer Loyalty Loop

2. Introducing the Customer Loyalty Loop

Now that we’ve covered some of the popular science about how memories are formed and experiences are remembered, it is time to dig deeper into the core of this book. Let’s get down to brass tacks and discuss each stage of the Customer Loyalty Loop. More important, let’s discuss how you can begin to put these principles to work in your business.

Succeeding at creating a memorable customer experience requires careful and meticulous attention paid to how each customer memory is created. For simplicity and to make this book as compelling and pragmatically useful as it can be, I’ve distilled the Customer Loyalty Loop into four distinct areas. Don’t worry. I’m not going to use some random acronym, even though ...