Retailers who build up procedural switching costs may gain temporary repeat purchase behavior,but they fail to establish the connection with the customer that wins them true loyalty.

Question

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Building up procedural switching costs involves making it difficult for customers to switch to a competitor, such as through complex return policies or loyalty programs with points that can only be redeemed at that retailer. While this may temporarily keep customers coming back, it does not establish a true emotional connection with the customer that leads to loyalty. True loyalty is built through consistently providing a positive customer experience and meeting or exceeding their needs and expectations.

Retailers Who Build Up Procedural Switching Costs May Gain Temporary