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Preview The Value of Online Customer Loyalty and How ... - Bain & Company pdf file

times. This implies that the retailer had to retain the customer for 12 months just to ... that same shopper had referred seven people to the site. (Figure 3) ... Customer loyalty on the Internet is a key driver of long-term profitability. Loyal online customers, just like offline ones, spend more, refer more people, and are more willing.

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