Many customers sign up for loyalty programs. Some customers actually stick around a while because of the plans. But here’s what really keeps customers loyal.
Customers stay loyal to companies for many of the same reasons they stay loyal to spouses, friends, religion and careers: The relationship is comforting, fun, agreeable and rewarding.
It’s usually not the early dynamics of a relationship — such as the first kiss or flashy loyalty program — that keep people loyal to a person or company. It’s more about the things that consistently go well, plus the response and rebound they experience when things go wrong.
