[My own comments in brackets]
Steve O’Keefe, Rightnow Technologies
–Three elements drive loyalty [I agree]:
•Superior product/service; [Superior as quality/expectations, as differentiation/personalization…]
•Low cost product/service; [It’s so cheap you won’t mind a few glitches/limitations]
•High quality interactions. [Interesting point there! Specially if you’re talking about complex/long/informed buying decisions such as booking expensive/dream holidays or buying an expensive/dream car…]
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