Customer loyalty is a myth, just ask my taxi driver
In his new book The Human Experience, John Sills explains why the “usefulness” of a retailer or service provider is far more important than any misplaced notions of fidelity....
Author
Christos Cabolis
Christos Cabolis is the IMD World Competitiveness Center’s Chief Economist and Head of Operations and Adjunct Professor of Economics and Competitiveness at IMD. His research focuses on competitiveness in its broadest sense, such as the challenges inherent to ESG and the need to respect citizens’ privacy in an increasingly digitalized world.
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