Customer Loyalty and Profitability
A friend of mine recently forwarded an article to me from the Wall Street Journal titled Why a Loyal Customer Isn't Always a Profitable One (WSJ 6/22/2009).
The main point of the article was the idea that a 'loyal' customer as defined by most businesses is not necessarily a profitable customer. In fact, according to the article, only an average of about 20% of customers gives you a good profit.
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