The Loyalty Framework

The Loyalty Framework is a way businesses understand what keeps customers committed over time. It involves three key areas: their emotional connection (trust and satisfaction), their behavioral habits (repeat purchases and engagement), and the value they perceive (rewards and experiences). By balancing these elements, companies can foster stronger relationships, encourage repeat business, and build long-term loyalty. The framework helps identify strengths and areas for improvement, ensuring efforts focus on creating meaningful, ongoing customer relationships that support sustainable growth.