Does loyalty matter?
I’ve had reason to have to deal with insurance renewals and phone tariffs over the past week. Never my favourite job I have to admit but made all the more challenging by the non-stop round of checking other offers and then approaching the existing company who then ‘miraculously’ manage to shave money off – often substantial amounts. This applies to utilities and all sorts of services.
The merry go round of discounts for new customers and no signs of loyalty for existing customers feels cynical and creates a distasteful energy in my view. Thinking about what really matters to us as companies, leaders and people is something that is long overdue for some organisations and sectors. Values that show respect, integrity and openness seem like basics and yet the pursuit of profit quickly overshadows these.
I wonder how deeply some of the leaders in organisations reflect on their corporate behaviours with clients and customers and the extent to which they are honest with themselves about policy shortfalls. Maybe loyalty and values are old fashioned ideas…I think not but what do you think?