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Relationship Design and the role of Commitment

In today’s disruptive, rapidly changing marketplace, customer loyalty is arguably more important than any other strategic imperative. And, depending on the industry, just meeting expectations is likely not enough to keep customers coming back. The organizations who will emerge as leaders are those who commit to their customers and design experiences aligned with the core principles of meaningful relationships.

Additional Supporting Materials


  1. What is the role of loyalty in customer experience and how can organizations design for lasting relationships with their customers?
  2. How can my organization create and evaluate our customer experience strategy for meaningful impact?
  3. What are the principles and guidelines that govern cohesive customer experiences?



Geoffrey Schwartz, Strategy Director, frog

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