Reading Reflection
I was surprised when I read that customer loyalty is not only one of the most useful tools for company growth but essential for building a customer base. I was confused about the section about leveraging the brand. Since it was a Harvard article, the vernacular was a bit more difficult to keep up with. My questions for the author would be as follows: What other companies are good examples of the pyramid regarding the business basics? And, if your product or service offered is good enough is customer loyalty important? I do disagree with the author about technology reducing cost. Yes maybe it would reduce the labor cost of workers but technology is pricey and often adds a hearty expense.
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