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While we have seen extreme growth in the grocery industry, the hospitality and airline industries have experienced devastating losses. In part, this is due to changes in consumer behavior, as many customers are shopping differently and switching to new brands. In such volatile times, holding on to your existing customers is a significant challenge.
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‘Customer loyalty’ has taken on new meaning in the wake of the new normal. At a time when consumers are more willing to switch brands or try alternatives, how can brands ensure customer satisfaction, retention, and loyalty?
