A Formulaic Approach to Loyalty – the 4 Keys

3 steps A Formulaic Approach to Loyalty 8211 the 4 Keys

Andrzej Marczewski

Gamification Expert, author, consultant and designer. I love to write about it, talk about it and bore people to death with it! If you really want to get to know me, check out the About page.

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5 Responses

  1. Cesc Garriga PonsCesc Garriga Pons says:

    Hi Andrzej, thanks for that interesting post. Despite of my poor english, I think I have understood it all. In my opinion, and hope will help you in your way to find the answer, it depends if I’m shopping online or if I’m in the shop physically. For example, people who is loyal to Nespresso or Apple, always comment that when they go to the shops, the most they like is the threat they receive. People who is loyal to Amazon, they say always receive the product quick, in the cheapest way and of course, they don’t have problems if they want to return the product.

    What I’m trying to say is that on both ways of shopping, the service is the part of the cake that keeps more %. I think you’ll find the trust, or not, depending on the grade of satisfactory you’ll experience with that product. The important thing are the parts of the service: attention, delivery, prize… And its % will depend on shopping online or offline.

    All of that, in the beginning path to loyalty. When you trust the company you’re totally engaged with it. Can this have sense? jajajajajaja thx again for your posts… I learn a lot! 🙂

  2. AliyarAliyar says:

    Thanks for another insightful review. Like you mentioned, it is vital to realise that your service is only just as valuable as its perceived value to your customer. The same principle is then true for loyalty and engagement. Why you shop at your favourite store, I think the same is true for most of us. At times convenience triumphs over quality of service but it would be foolish to think that a one-time trip for convenience is actually going to win my loyalty as a consumer. We all go for the most ‘attractive’ experience based on what we need at a particular time.

    Loyalty on the other hand is what we all go back to over and over again because there is always something about the experience that speaks to us.

    Thanks for bringing out that diversity in service and convenience actually creates a competitive edge. More of the same just makes you come and stand at the back of the line for customer attention.

    If you are good at something e.g. convenience then by becoming customer centric, you can win the wallet-share for convince-focused purchases. *thumbs up*

    • Great insight, thanks. As silly as my article is, it does have that core of truth. You need to be more than just convenient or cheap!
      We have just ordered this years Christmas Turkey from same shop again 😉
      Andrzej Marczewski
      Sent from my mobile device

  1. May 26, 2014

    […] A Formulaic Approach to Loyalty […]

  2. September 24, 2014

    […] have spoken about loyalty a few times and it always comes across to me that it can be looked at […]

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