The Loyalty Link

"If your goal is to build on a solid core of loyal customer, the strategy to reach that goal has to be organically tied to your company's basic business strategy."

"What happened time and time again is that companies buckling under competitive pressure began chopping away at their employee population without giving sufficient thought to what really needed to be done in order to regain their competitive edge."

"For many companies, technology has become an instrument whose principal function is not so much to serve the needs of the customer but to save money and to control employees"

"Loyalty isn't something you can buy?not for the long term, anyway. "

"Whenever you look at companies doing an effective job of helping employees resolve work/life balance issues, one element is striking. They do more than talk or philosophize about the problem."

"Regardless of how empowered an environment you seek to create, people still must have boundaries and parameters."

"When members are prevented from doing what they need to do or want to do because they lack the proper tools, you have a prescription for failure."