Loyalty Hinges on Delight

In Mediapost: " ...  This year's Brand Keys Customer Loyalty Engagement Index shows " 'delight' is now the critical brand differentiator and most important driver of engagement and loyalty," said Robert Passikoff, founder and president of the Brand Keys consultancy. Brands with high rankings include Dunkin' Donuts, Starbucks, Cheerios, Frosted Flakes, Aquafina and Sam Adams ... "