Customer Equity Accelerator

This week Wharton Professor Peter Fader dives into customer loyalty in the Accelerator. Loyalty is an area riddled with multiple concepts colliding with each other but Professor Fader helps us sort it out. He cites a classic paper by Oliver which frames four flavors of loyalty: Affective loyalty (emotional love), action loyalty (things you do), cognitive loyalty (feature love) and conative loyalty (intent to buy). Our conversation then moves into the broader effect of satisfaction and switching costs on loyalty. Please help us spread the word about building your business’ customer equity through effective customer analytics. Rate and review the podcast on Apple Podcast, Stitcher, Google Play, Alexa’s TuneIn, iHeartRadio or Spotify. And do tell us what you think by writing Allison at info@ambitiondata.com or ambitiondata.com. Thanks for listening! Tell a friend! Learn more about your ad choices. Visit megaphone.fm/adchoices