Gartner Research

Customer Journeys: What Drives Customer Loyalty Over Time

Published: 23 May 2017

ID: G00344309

Analyst(s): Customer Experience Research Team


Most CX teams focus on their specific interactions with a customer. This is what is easily measured, and the customer issues that are revealed at specific touchpoints are clear barriers to loyalty.

Table Of Contents

Principle 1: Deliver on the Basics

Principle 2: Integration and Relevant Engagement Round Out the Experience

Principle 3: Service Must Evolve with Customer Needs


About This Research

Recommended by the Authors

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