Banks have had a rough year, haven’t they?  Scandal, fear, anger, and a general loss of confidence from consumers have made banking a challenging field.  Marketers for banks understood the concern and changed their primary message to one of safety and soundness but in many cases that has begun to change. Maggie Kelly, VP of [...]

I believe in customer loyalty.  In fact, I have a speech – my most popular speech – entitled Earning Customer Loyalty.  So imagine my surprise when I was reading a recent edition of Advertising Age and found the article entitled:  Why Customer Loyalty Isn’t as Valuable as You Think” by Hamish Pringle and Peter Field. [...]