Loyalty Programs don’t Replace Great Service

Dan Lett (https://twitter.com/danlett#) tweeted “Rogers offers loyalty program to boost customer service? How about just improving customer service?”

Remember when loyalty programs were unique? They aren’t any more, are they?  I don’t know how many cards you have in your wallet, but I have quite an assortment from a variety of retailers, restaurants, hotels and entertainment providers. Based on the number of cards in my wallet, the loyalty programs have not made me particularly loyal to a specific brand or location.

I would be willing to forego points, gift cards, a free coffee or a free stay for great service.  I might even do it for consistently good service.

What about you?

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