The Versatility of Loyalty Programs & the Changing 80-20 Rule

Posted by Brandon Carter on Aug 19, 2014 12:10:00 AM

Last year a friend spent an hour telling me about how happy he was with his big screen television. It had a great picture, great apps interface, lots of HDMI ports - things TV geeks love.

This past weekend he bought another TV, though from a different brand than last year's. When I asked him why he switched brands, he provided a simple shrug of his shoulders, pointed at his new TV, and said, "I just thought this one was cool."

Anyone who's ever owned a business or spent any time in a customer service role knows that there are some customers who simply can’t be won over. You can give people a great product at a fair price and responsive service to back it up, and they still might pick a different brand next time simply because it seems like the "cool" thing to do.

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Topics: Rewards Programs, Customer Engagement, Customer Incentives, Ongoing Incentive Programs, What is Loyalty?, Member Benefits, Viewpoints, customer retention, customer loyalty, Loyalty Progams

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