Loyalty on a Global Scale
The world may be flat, according to Thomas Friedman, but that doesn't mean it's all the same. Today's lead story in 1to1 Weekly, "Measuring Loyalty Around the World" discusses the cultural differences impacting customer satisfaction and loyalty scores.
A customer in Eastern Europe, where a friendly smile might be few and far between, may rank the same experience different than a customer in Japan, where standard customer service expectations are very high. What does that mean for global business? How significant of an impact do you think culture makes on loyalty?
