Thank you so much Ewa!

I’m not sure if this is what you mean or not, but I’d define loyalty in this example as I spent $5 on a latte at Starbucks even though I could have spent $4 on a latte at McDonald’s or $5 on a latte at “Joe’s Cafe” that was 4 blocks closer than the Starbucks.

Hi Immanuel,

Thank you for your comment. I’m not sure I understand your question fully. If you are asking about the disconnect between what many companies say regarding customer loyalty and what they do, I would agree that is a very real challenge for many companies. Almost always, this stems from company leadership who want to put on the appearance of a “focus on loyalty” but do not want to put the investment in time or capital that loyalty/service initiatives require. Upgrading service and experience levels usually requires an investment that does not pay back in the short term, and unfortunately, many organizations “manage to the quarter.”

I hope that answers your question!

Customer loyalty is preached by most of the managers in tourism and hospitality industry for the betterment/success of their organization. Although, as every manager talks about customer loyalty and marketing relations, that isn’t case/way they are working in those organization. In fact, too many organizations works not in the line of customer loyalty and marketing relations, discuss how these organizations works differently.

Thank you Shruthi. Glad you found it useful!

Thanks a lot the information, learnt a lot…….

Thanks Lisa. I appreciate it, and it’s good to see you again.