Reicheld on Loyalty

Johnnie Moore

Johnnie Moore

I’m Johnnie Moore, and I help people work better together

Another gem from the ecsw newsletter. Fred Reicheld on loyalty:

There’s a paradox at the core of loyalty. Business is the pursuit of self-interest. Loyalty implies self-sacrifice. So business loyalty is an oxymoron. A customer is not going to be loyal to most organisations because most organisations have their own interest not the customer’s, at heart. When the Harvard Business Review was choosing a cartoon to illustrate a paper of mine on loyalty, they chose a dog.

Share Post:

Share on facebook
Share on linkedin
Share on twitter
Share on email

Stay Connected

More Updates

Grit and pearls

Grit before pearls

Ben Schott has a go at the paradoxical blandness of supposedly disruptive startups: Welcome to your bland new world. It’s easy to get stuck in