2. chrisfinlay.com
What is “loyalty”?
Loyalty is the result of a business’s
product or service delivering value to
a customer, reliably, over time.
Don’t confuse the outcome of a
relationship with the product.
10. chrisfinlay.com
You are doing too much
Businesses seeking to build trust often want to
deliver everything all at once, e.g. more = more.
Being all things, to all people, is high risk, and
nearly impossible to do well.
Trust starts with a single interaction that
successfully delivers on all the values.
13. chrisfinlay.com
Trust grows over time
& leads to loyalty
Grow the relationship and drive loyalty over time.
Speed
Quality
Price
Consistency
Delivery
Experience