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How to use new world Internet and digital for building loyalty.
Customer loyalty is arguably more important for online businesses than brick-and-mortar businesses since competitors can be reached by just one mouse click. In the Web 1.0 world, publish and commerce based sites needed be secure, reliable and available to enable loyalty. In 2004, Web 2.0 brought a world where users can contribute to and be part of every web interaction. The web is now not just an extension of a company’s operation that needs to “function” and Reichheld’s principals of Loyalty around “listening to your Partner, and creating mutual satisfaction” that were applied to traditional marketing now need to be deeply entrenched in digital strategy.