Column: An emotional connection is key to customer loyalty

07/31/2013 | Travel Research Online

A satisfied customer is not always a loyal customer; the difference lies in building a relationship with clients strong enough to keep them from taking their business elsewhere, Richard Earls writes. "The loyal customer perceives you as an adviser in the travel planning exercise, while the satisfied customer views you as one of the possible retail outlets from which they can obtain a cruise," Earls writes.

View Full Article in:

Travel Research Online

Published in Brief: