Is Loyalty Recognised?

21 Feb 2012, 3:49 am

It's pretty much conventional wisdom nowadays that loyalty is no longer as evident as it was in the past.

Within organisations, staff are seen as more expendable. Equally, so goes the conventional wisdom, staff display less loyalty to the organisation that pays their wage and are happy to quit to go to a better offer.

Similarly, within organisations, customers are less loyal - they are seen as merely shopping around on price, willing to abandon them (ie the organisation) at the drop of a hat.

When it comes to customer loyalty, it's interesting to consider the fact that CRM systems presumably make it easier for organisations to stay in touch with their customers with a view to creating more than a transactional relationship.

Sadly, this is so often not the case. A case in point?

I've just received my latest Qantas Frequent Flyer Card. I've been a Platinum member (the highest level based on travel miles) for a number of years.

I noticed on the card that it has printed in the left bottom corner 'Member Since'. According to the card, I became a member in February 1993.

Now I guess that makes me a fairly long-standing 'loyal' customer of Qantas, having just received a card that confirms my 20th Anniversary as a Frequent Flyer member.

Did their CRM system kick into gear and maybe send a (templated) email saying 'congratulations' or 'thank you'?

Nope, not a whimper.

So how loyal does that now make me?

view/add comments | 0 comments.

Blog comments

To add your own comment, scroll to the bottom of this page and complete the form.

Add comment
Enter the text which is displayed above.


Subscribe to the blog!

Enter your Email

My latest tweets

Getting latest tweets...

follow me on:

Latest blog comments

Richie Maddock on
Complaints management 101

Steve Simpson on
Complaints management 101

Ric Willmot on
Complaints management 101

Lydia H. on
Our culture-improvement project is stalling - what to do?

Gary Delbridge on
A sign of a 'lost' culture

Denise Drinkwalter on
Anatomy of a failed response to a customer complaint

Ric Willmot on
Anatomy of a failed response to a customer complaint

Geoff Hatton on
The REAL test of workplace culture

Steve Simpson on
Linking Culture with Values - a Mistake?

John Herbert on
Linking Culture with Values - a Mistake?

Blog archive

People who have influenced me

  • W Mitchell
    A truly inspirational man based in the US
  • Stef du Plessis
    Our business partner, a world-class speaker on leadership and teamwork, and an inspiration
  • Graeme Codrington
    A global speaker with unique insights into corporate talent and the future of work
  • David Penglase
    David is a great man who specialises in sales and is based in Australia
  • Bruce Sullivan
    Bruce is a hugely talented man based in Australia who focuses on relationships - both in and outside the workplace
  • Glenn Capelli
    Glenn is one of Australia's busiest and most talented speakers who focuses on leadership and learning