In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some surprising and counterintuitive insights on the difference between customer satisfaction and customer loyalty—and find out what the band Phish can teach us about delivering wow experiences. In this session, Brookeside Group CEO Tom Cates, an expert in a comprehensive approach to customer loyalty, sheds some light on the matter.