Response to the question about customer loyalty vs loyal customers

David Gandrud: Good question. Customer Loyalty is not a result of a good marketing strategy or even a well planned rewards program. Customer loyalty is the byproduct of providing an exceptional service or product that, at a minimum, meets the needs of the customer and at a price point and convenience factor that places your product/service in the mindset that drives repeat business above and beyond other solutions or competition. Loyalty Marketing is the strategy that is used in a heavily commoditized space or one with significant competition and minimal differentiation. This strategy is used create a point of difference that says, all things being equal, I might as well get rewarded for my behavior.

See posting on Linkedin.