An inconvenient truth: Creating loyal customers starts with you

The reason you're struggling with loyalty is you need to change your organisation's behaviour to change your customers' behaviour. Inertia means churn increases, acquisition costs go up and growth stagnates. Every business will lose customers. The pressure is intense to keep the ones you've already got. This most likely means you will need to retool and rethink how you differentiate. Companies that are built for their customers and have strong, meaningful differentiation do better in the loyalty stakes.

Download this guide to learn more about the behavioural problems that blight businesses and damage customer loyalty - and how to address this.