Many people want their customers to be loyal to their shop without providing much incentive for that loyalty. In fact we often will all but demand loyalty by virtue of our status rather than based on what we deliver. Customers all over the world will bend to this insinuated expectation we have against their better interest for only so long before they leave.
Today on Shift Break we will be talking about why loyalty may actually be a behavior that prevents us from improving and truly earning a customers patronage through consistently delivering value and learning from the times when we do not.
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