"In today's increasingly competitive marketplace, companies hoping to stay successful need to develop and nurture emotional bonds instead of focusing solely on incentives and rewards. Simply put, brands need to win loyalty; not buy it… Many companies overestimate the latest CRM technology seeing it as the silver bullet for effective one-to-one marketing. But technology is simply an enabler to better communications… Companies must also understand that developing durable relationships with customers is a process, not an event."
Emotion Wins the Loyalty Race
Scott Robinette
1 to 1 Magazine, February 2001