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In an intertwined, digital world, customers expect more than just a good product or service. To nurture, engage and bring customers back for more, today’s marketers have to work harder than ever before. Generating more sales and counting transactions is no longer sufficient, so how should marketers define and measure loyalty these days? This paper describes how two SAS customers – Vail Resorts and Major League Soccer – have successfully combined real-time and digital technologies with analytics to capture exactly the data they need from across customers and channels. The results? Both can deliver on the underlying values their customers truly seek, and both have achieved a type of loyalty that surpasses what they could measure by transactions alone.
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