Consumer Loyalty: Is It Dead?

By: Dan Vianetto

Do you remember what it was like to be respected as a consumer? Back when buying a company's product meant that the company valued you in some waywanted to keep you happy, hoped you came back someday and bought one of their products again? Remember when the airlines actually gave you decent meals, at no charge, on flights less than five hours long? Remember when cell phone companies would send you free gifts and credits if you called them to have an error on your bill corrected?

Life has changed. Now, you're lucky to get through to a live person if you call a company's customer service line and even then, the reps that answer rarely have the authorityor the interest inmaking sure they keep you happy. Instead of free gifts to make up for their mistakes, you're more likely to deal with exorbitant cancellation fees if you decide to switch, even if you're switching because they can't provide the service they promised you.

It's true. Consumer loyalty is dead. But that's only because the consumer no longer feels respected or valued. We work hard for our money, and many companies have lost sight of that fact. Instead of enticing you to stay by treating you well, they treat you poorly, expect you to continue to buy their products, and then become vindictive when you don't. It's starting to sound like an unhealthy relationship.

But not all companies subscribe to the 'bully method' to keep customers. There are still companies that reward you for your loyalty and pride themselves on giving you a reason to stick with them. Here are three companies that understand why consumer loyalty is important and how to earn it:

Isuzu. The SUV and pickup truck specialist - with the Ascender 5-Passenger SUV, i-290 Extended Cab and i-370 Extended Cab and Crew Cab pickup trucks. Isuzu offers the Owner Loyalty Bonus Program. It's simple. If you own an Isuzu vehicle and want to buy a new one (either for yourself or your company fleet), simply bring in proof of ownership and they'll give you $500 off your new purchase. Simple as that.

Rackspace. Quickly becoming one of the most impressive and reliable website hosting and management companies, they advertise their customer service program called 'Fanatical Support (TM)'. You can call a rep 24 hours a day, and talk to someone who not only solve your problem, but if it looks like you might be making one on your own, they'll call you to make sure the result of your changes are really what you're aiming for.

Midwest Express Airlines. Air travel that doesn't make you feel like you're cattle. You won't see a First Class Cabin on a Midwest Express flight. The entire plane is 'first class' with wide leather seats, extra leg room, and service that's actually well friendly. They even bake chocolate chip cookies onboard during the flight and bring them to your seatat no extra charge. Often, their fares are better than competitive carriers and their frequent flyer program offers 'bonus' miles on select trips around the country.

About the Author



It looks like for many auto makers SUV Sales are slumping. But this is not the case with Isuzu. The new i-290 is a fantastic addition to the already well known Isuzu line. Visit Isuzu.com today for more info or a quote.