Don's Blog | What Kind of Loyalty Does Your Organization Engender?
Customer (and member) loyalty is the holy grail of a successful organization; it’s the measure of success in every relationship—professional or personal.

The economic benefit of customer loyalty is measured by lifetime value (LTV), which is the net present economic contribution of a customer over the number of years they are with you. For example, Cadillac learned that the LTV of an owner was over $1 million—that’s the value of cars purchased, service, parts and referrals. Not bad.

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