Ailsa on customer loyalty

In The Daily.com.au Ailsa gets a story on customer loyalty.

You don’t get loyalty from customers by setting up a plastic loyalty card scheme….“Here’s the ‘secret’. Customers will keep coming back if their needs are being met … they don’t chop and change for no reason,” she said.

She said common mistakes made in the “pursuit of loyalty”, included not rewarding existing customers before starting to give freebies to potential ones, not keeping track of the points and being “too stingy” with the rewards.