This episode is focused on the role of customer communications in driving customer loyalty.Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity. We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs. Show Notes:1) Rick Ferguson2) Phabolousity

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