Mr Angry, You Call THAT Customer Service?

Customer Loyalty: I am not loyal, but why should I be?

Ian Gotts
Contributor: Ian Gotts
Posted: 04/30/2013

Too few loyalty schemes actually inspire loyalty, says columnist Ian Gotts. Here's why gaining customer loyalty means more than just a clever program.

For years I have collected miles with a few different airlines but managed to fly only twice using my miles. And it is in that one sentence that you have the problem with airline loyalty program and my loyalty strategy.

Ian Gotts
Contributor: Ian Gotts
Posted: 04/30/2013