The ultimate goal of customer relationship management is relationship, which is about acquiring, retaining and developing customers.  To build loyalty, while customer satisfaction is the foundation, we need to make ourselves special through a unique value proposition, a set of well-designed personal touchpoints, and spend time to connect the hearts of customers with sincerity.

Prof. Poon’s advice:

“Do not count on your big data or computer system to build customer loyalty, count on your heart and sincerity.”