Bribery = Loyalty … NOT!
A nice reminder as to what loyalty is and what really encourages it, from Kathy Sierra on Hugh MacLeod’s GapingVoid.
Some other thoughts on the subject of loyalty:
“Repeat business or behavior can be bribed. Loyalty has to be earned.” – Janet Robinson
“You don’t earn loyalty in a day. You earn loyalty day-by-day.” – Jeffrey Gitomer
And on the other hand, from the man who brought you the Net Promoter Score:
“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.” – Frederick F. Reichheld The Loyalty Effect