Hospitality Industry Forums

This article has hit the mark head-on. Too many retailers today do nothing to learn about their customers regarless if they're a member of the loyalty program or not. Without working to know your customer, a loyalty program is useless.
My family has owned our own business for 32 years and we knew all our customers personally from various encounters (church, school, misc. organizations). This allowed us to build a successful business and during bad times, helped us to "survive". This is what customer loyalty is about.

2007-05-15 Mark Lucido