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February 25, 2021 32 min

In an economy where choice is abundant and earning attention is a challenge, leaders need to be more intentional than ever before to drive true customer loyalty.

On this episode, Matt Whiat and Barry Kirk of Chapman & Co. Leadership Institute, Barry-Wehmiller’s leadership and culture consulting arm, have an in-depth discussion on trends in customer loyalty.

Barry shares why most companies need to rethink their loyalty approach, how it relates to leadership, why your customer experience can never exceed your employee experience, and why the foundation of loyalty starts with understanding that, "Customers are human beings first."

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