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Calculating the economics of loyalty

from Forbes

Do you know how much more valuable some customers are than others? If you could turn another 10 or 20 percent of your client base into loyal, enthusiastic patron, do you know how much more growth that would generate? Unless you can answer such questions, you can't know how much to invest in creating and retaining that kind of high-value customer. Here's how you can figure out the answer. more

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