Haugsted, Linda
May 2008
Multichannel News;5/26/2008, Vol. 29 Issue 21, p24
The article reports on the experts study which urges companies to provide services that foster "emotional loyalty" rather than focus on "operational efficiency". Accordingly, an emotionally invested consumer is more likely to purchase bundled services. Charles Patti, a professor at the University of Denvr's college of Business, says that customers buy more products from service provider whom they have deep attachment with. Inset is a chart showing computation of lifetime value of services.


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