"When we look at loyalty programs and we’ve done them as well, it is our operating theory that the thing that drives loyalty as strong as or stronger than anything else is the ability for us to help our customers make money. Where there are many schemes for measuring loyalty, we rather think the most powerful way to engage our customers in this kind of conversation is better served by talking to them about their ability to make money."
— Bob Harlan, Director of Business Insights, Owens Corning
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