In the seller’s mind, customer loyalty certainly exists. It is seen as the holy grail of revenue generation. The oh-so-desired “loyal customer” comes back again and again, spends more, and tells others about the positive experience. This special breed of customer generates more revenue at a lower cost-of-acquisition, and a lower cost of ongoing sales. What business owner or manager (or investor) wouldn’t want that?
In the buyer’s mind, it’s a completely different story. Interviewing....