Simon Sinek Inc. on customer loyalty
Loyalty is not a program to be administered. Loyalty is a feeling.
There is a difference between repeat business and loyalty. Repeat business simply means that someone transacts with you multiple times. You likely offer them some sort of convenience – price, location, selection.
Loyalty is different. It’s a willingness to go out of one’s way to choose to do business with you. When we are loyal we are willing to suffer some sort of inconvenience to continue to do business with you.
Stephen Shedletzky, Simon Sinek Inc.
Article from April 2021 (LinkedIn)