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  • Writer's pictureMark Slatin

What’s in the Center of the Customer Loyalty Flywheel?

“It's not your customer's job to remember you, it’s your job to make sure they don’t have the chance to forget you.” 


Patricia Fripp


Too many CX efforts fail because they haven’t changed the way companies work together and think about their customers.


CX leading organizations don’t leave the experience their customers have to chance.


Instead, they embed customer experience into their culture by creating a customer loyalty flywheel.


They… 


👉 Invest in CX, which


👉 Improves experiences, that


👉 Increases customer loyalty, that


👉 Lifts business outcomes, and then


👉 Measure results and identify gaps


This requires change management strategies because it’s your people who make the flywheel work.


But none of this works without trust.


✔ Trust between leadership and employees


✔ Trust between departments


✔ Trust with customers


That’s why trust is at the heart of the Customer Loyalty Flywheel.






Stay tuned for The Trusted Guide Roadmap in early 2024.  It’s a Master Class for CX leaders who struggle with getting support but know all corporate strategies should start with the customer.

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