When a company thinks about brand loyalty, often the first thing that comes to mind is its familiarity, marketing, even its social media presence. And yet, when there’s a problem with an order — if it’s delayed, incorrect or damaged — it’s not the shipping company but the brand itself that loses the customer. When that customer is satisfied with their experience, however, their likelihood of returning is high, indicating that logistics plays a bigger role than it seems to and may even be the key to earning customer loyalty.
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