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Podcast: Let's Talk Loyalty
Episode: #93: KPMG and The Truth About Customer Loyalty
Description: In this episode, I’m summarizing my interview with Selim Tanfous of KPMG, who shared insights from a survey of 18,520 consumers from more than 20 countries, called “The Truth About Customer Loyalty”. Selim explained the key “pillars” that drive customer loyalty, the importance of personalization compared to the power of your loyalty currency, as well as consumer-led factors such as the power of social media, online reviews and recommendations from friends and influencers in certain markets, particularly in Asia.We learn some of the key issues, including ongoing frustration around the lack of simplicity, and the reality that most progr...