Chad Storlie is a marketing director and a lecturer of marketing at the University of Minnesota, Carlson School of Management. He is a retired Lieutenant Colonel in the U.S. Army Special Forces (Green Berets), an Iraq combat veteran and a widely published author. His work can be seen at www.CombatToCorporate.com.
The most important aspect of growing customer loyalty is a leadership style that combines humility with a passion for great customer experience. A leadership style of humility means that you never take customer loyalty for granted.
The most important marketing metric is customer loyalty. Customer loyalty is the ongoing instance of a customer that continues to repurchase from a business when they have competitor and substitute offers available.
Digital innovation at the customer level is how companies improve and grow a great Customer Experience. Improving and growing digital interactions is how companies create, improve, and sustain great CX.