The biggest differentiator that startups bring to customer loyalty is technology. It is what makes customers stick thanks to its ‘cool’ factor. However, panellists at the VCCircle India Loyalty Conclave 2016 feel that a product or service driven by pure technology can confuse consumers. A product or service that combines high utility value combined with technology is what will drive loyalty. Though most technology businesses are app-driven, marketers cannot ignore the offline space because that is where customer education takes place which results in greater engagement.

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