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Answer :
To create a Strategy Map for finding a digital strategy to achieve customer loyalty in an online business, the "Customer Loyalty" objective would be added under the "Customer Perspective."
a. Customer Perspective: This perspective focuses on understanding and meeting the needs and expectations of customers. It includes objectives related to customer satisfaction, loyalty, retention, and acquisition. By placing "Customer Loyalty" in this perspective, the organization acknowledges the importance of building strong and enduring relationships with customers as a key driver of business success.
The Customer Perspective in a Strategy Map is specifically designed to capture objectives related to customer-centric outcomes. It aligns with the organization's customer-focused goals and strategies, aiming to improve customer satisfaction, loyalty, and engagement. By prioritizing customer loyalty in this perspective, the organization can develop and execute digital strategies that directly contribute to enhancing customer experiences and fostering long-term loyalty.
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