One last word (for this cycle) on loyalty: it’s harder to earn it than it is to lose it. All those corporate programs assume loyalty is something you earn: airlines, hotels, credit cards, mobile phone plans, restaurants, grocery stores, casinos, even Amazon (with Prime) – spend more and earn more (they say). Baloney (as my grandmother used to say): seems to me they’re just buying business. If you want people’s return business, treat them right… like you want to be treated; and then talk to your employees about how to really win friends and influence consumers. The goods we buy are pretty much the same (and same price) everywhere: but the thing that keeps people coming back are the relationships that develop between them and the staff, and the quality of the service that’s provided. Loyalty really is a decision, emotional as well as intellectual, and it represents a resolution that reflects something deeply felt. Make sure your team understands what’s really needed to create that kind of loyalty today.
Peter Bieri (b. 1944), better known by his pseudonym, Pascal Mercier, is a Swiss writer and philosopher
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