Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
— Peter Drucker
Unusual Loyalty In Business quotations
Lack of loyalty is one of the major causes of failure in every walk of life
Being on par in terms of price and quality only gets you into the game. Service wins the game.
You don't earn loyalty in a day. You earn loyalty day-by-day.
The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
Every day were saying, 'How can we keep this customer happy?' How can we get ahead in innovation by doing this, because if we don't, somebody else will.
Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.
Every great business is built on friendship.
Profit in business comes from repeat customers
There's nothing cheap about loyalty.
If put to the pinch, an ounce of loyalty is worth a pound of cleverness.
Repeat business or behavior can be bribed. Loyalty has to be earned.
If joining IBM was commitment, not employment, and the company engaged in something more than business, it had a right to demand of its men unconditional loyalty, Watson believed.
When employees and employers, even coworkers, have a commitment to one another, everyone benefits. I have people who have been in business with me for decades. I reward their loyalty to the organization and to me. I know that they'll always be dedicated to what we're trying to accomplish.
The biggest challenge for everybody to realize out there is that we're in a very complicated business world and that were all under one umbrella and it's very challenging for everybody to figure out where the priorities lie and where the loyalties lie.
I emphasize... that the Harrimans showed great courage and loyalty and confidence in us, because three or four of us were really running the business, the day to day business.
We want our users to use the Found Money feature so they can get extra money while they shop, which will be invested in their future. And that's a powerful idea for our customers, and it is a powerful idea for brands because from their perspective they are increasing loyalty for their brands by investing in their customers' future. And of course it helps us grow our business.
Loyalty is dead, the experts proclaim, and the statistics seem to bear them out.
On average, U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. We seem to face a future in which the only business relationships will be opportunistic transactions between virtual strangers.
Our modern, rootless times do seem to be a particularly inhospitable environment for loyalty. We come and go so relentlessly that our friendships can't but come and go too. What sort of loyalty is there in the age of Facebook, when friendship is a costless transaction, a business of flip reciprocity.... Friendship held together by nothing more permanent than hyperlinks is hardly the stuff of selfless fidelity.
This civil action is another case of a tragedy that has become all too familiar in the music industry: a business manager and professional advisers exploit an immensely talented artist's loyalty and trust through greed, self-dealing, concealment, knowing misrepresentation and reckless disregard for professional fiduciary duties.
I think the important thing to learn is that we can retain a sentimental loyalty to the cultural and literary traditions of, say, Judaism, Anglicanism or Islam, and even participate in religious rituals such as marriages and funerals, without buying into the supernatural beliefs that historically went along with those traditions. We can give up belief in God while not losing touch with a treasured heritage.
