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Why Focus on Customer Loyalty

Every year, the Temkin Group releases its Customer Loyalty Index, which surveys 10,000 U.S. consumers of 329 companies across 20 industries and ranks those companies according to five loyalty-related behaviors. (Top on the list this year? ACE Rent A Car. Bottom on the list? McDonald’s.) Knowing these “loyalty behaviors” can help you develop print and multi-channel marketing strategies that improve your own customers’ loyalty and keep your bottom line strong. Here are the five behaviors of loyal customers tracked by Temkin. How would your company fare in each? 1. REPURCHASE They repurchase from the company. Do you track your customers’ purchases? Do you know if they continue to buy from you a

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