Research & Trends: Customer Loyalty — Dead Or Alive?

By Rick Segel

If you've been a retailer for a long time and the majority of your business comes from past customers and street traffic, you are probably saying, "They're just not as loyal as they used to be." You are right, and that type of loyalty is dead. If we think we can get a customer loyal to us just because of a wonderful store experience and a great purchase, we're in fantasyland. Let's give our competition a little bit of credit, because they are trying to woo our customers away from us and trying everything in their power to make your customers their customers and keep them for life. Like the old expression goes, "Finders keepers, losers weepers!"