According to a book review by the Gallop Management Journal, “New Book Reveals Why Consumers Bond With Brands,” “The pursuit of brand devotion has driven companies to spend many millions of dollars every year on advertising, celebrity endorsements, loyalty programs, and fancy web sites. The result? Most companies still aren’t emotionally connecting with their customers…This research demonstrates that customer satisfaction is woefully insufficient when the goal is an ongoing exclusive relationship between a customer and a brand.” (more…)
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