Retailers we love to love: Building brand loyalty - a podcast by Bonnie D. Graham

Retailers: We know it’s tougher than ever to turn customers into loyal evangelists for your brand. The experts say:
Christine B. Whittemore: “The winners in retail today are retailers who understand that the customer calls the shots. Few retailers can compete strictly on price...”
Brian Kilcourse: “Retailers have a big opportunity to re-define the in-store experience by making it a part of the world that today’s consumers operate in.”
Lisa Joy Rosner: “Where business intelligence provides the rearview mirror to what has happened, social intelligence is what's happening right now. C2B (customer to business) is the new world order.”
Mark Johnson: “Why is it so hard to ‘listen’ to our customers, when we ‘heard’ what they said?”
Jon Wurfl: “If word of mouth remains the most powerful marketing influence, do shoppers with large social networks, and maybe loudmouth friends, make better purchasing decisions?”
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