Comments on: What Happened to Customer Loyalty? http://blog.quantumdigital.com/steve/what-happened-to-customer-loyalty Direct. Digital. Delivered. Sat, 22 Nov 2008 12:15:45 +0000 http://wordpress.org/?v=2.6.3 By: Bob Salvas http://blog.quantumdigital.com/steve/what-happened-to-customer-loyalty#comment-265 Bob Salvas Fri, 11 Jul 2008 19:28:30 +0000 http://blog.quantumdigital.com/?p=93#comment-265 It is definately true that paying attention to your core customers is something that should be happening all the time, not just in a down economy. The problem of course (in all economies) is that businesses tend to 'covet' the new customer (think cell phone offers)... Nothing is more frustrating to an existing customer than to receive a great offer that they don't qualify for because they are an EXISTING customer. As for the plastic cards- the real purpose of those is simply to identify who the customer is (especially in a retail environment). The world is a bigger and busier place---gone are the days of the mom and pop store owner who knows everyone in town. That being said, we can learn a lot from those 'old times'. If we do thank and celebrate and recognize our customers all year long, we will surely be successful. Use high-tech, but be high-touch! It is definately true that paying attention to your core customers is something that should be happening all the time, not just in a down economy. The problem of course (in all economies) is that businesses tend to ‘covet’ the new customer (think cell phone offers)… Nothing is more frustrating to an existing customer than to receive a great offer that they don’t qualify for because they are an EXISTING customer.

As for the plastic cards- the real purpose of those is simply to identify who the customer is (especially in a retail environment). The world is a bigger and busier place—gone are the days of the mom and pop store owner who knows everyone in town.

That being said, we can learn a lot from those ‘old times’. If we do thank and celebrate and recognize our customers all year long, we will surely be successful. Use high-tech, but be high-touch!

]]>