Can You Measure the ROI of Customer Loyalty? // TRAIN BRAIN

Can You Measure the ROI of Customer Loyalty?

How do you justify investments that build customer loyalty when you can’t prove the precise ROI?
Chewy CEO Sumit Singh explains why relying only on hard returns can cause leaders to miss what customers truly value, and how he decides where to keep investing.
HBR Executive subscribers can watch the full interview here: https://s.hbr.org/4rLeF3L

Harvard Business Review

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