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The term loyalty is frequently used as a catchall phrase to describe any strategy to motivate customers to remain customers. A retention strategy is not the same as a loyalty strategy. It’s important to know the distinction because a retained customer isn’t necessarily a loyal customer. Watch this week's episode to find out the difference between client retention and loyalty. The term loyalty is frequently used as a catchall phrase to describe any strategy to motivate customers to remain customers. A retention strategy is not the same as a loyalty strategy. It’s important to know the distinction because a retained customer isn’t necessarily a loyal customer. Watch this episode to find out the difference between client retention and loyalty.