In the current brand climate focused on revenue growth at all costs, the answer to driving customer loyalty is quite simple: Do what mom taught you.
Or in other words: Just do the right thing.
Across all industries from retail to airline, and CPG to hospitality, each has fallen a long way away from understanding that the customer is king. It’s not the brand that controls each dollar; it’s the customer.
The good news is that marketers love to get together and throw around the term “customer centricity,” which is actually much-needed in today’s market.