I don't mean are you loyal to your partner, or your friends and family. I'd like to think we'd all say yes immediately if that was the question. No, are you loyal to companies? Do you shop at the same places because you respect them and feel a commitment or is it solely based on your needs, whether that's because of the price, location or convenience? Do you feel a tinge of guilt if you shop at an alternative supermarket as your usual one treats you so well?
Reaching the end of a mobile phone contract I started looking at the options and began that process by talking to the current network provider. I'd been with them for three years, hadn't had any problems, so felt comfortable staying with them until I found a deal elsewhere at a much lower rate. And here came the loyalty question. Should I stay with the company I know well, whom I never had any problems with, even though I could save money by switching providers? I thought about what would make me stay and my loyalty started to not seem so pure as the decision I reached was that I'd stay if they had an incentive for me. If they were willing to offer me something that benefited me then they could have my business for longer. That and matching the lower rate I could get elsewhere.
Reaching the end of a mobile phone contract I started looking at the options and began that process by talking to the current network provider. I'd been with them for three years, hadn't had any problems, so felt comfortable staying with them until I found a deal elsewhere at a much lower rate. And here came the loyalty question. Should I stay with the company I know well, whom I never had any problems with, even though I could save money by switching providers? I thought about what would make me stay and my loyalty started to not seem so pure as the decision I reached was that I'd stay if they had an incentive for me. If they were willing to offer me something that benefited me then they could have my business for longer. That and matching the lower rate I could get elsewhere.
I took my proposal back to the network provider and we discussed the fact I'd never had any problems with the service and they told me that they had all these added 'freebies' in the package which they had never told me about before so I had never benefited from. I reiterated that I could get the same package I actually used (without the surprise extras) elsewhere at a lower rate but would stay with them if they matched it. Half an hour later and the conversation was going round in circles and had reached an annoyance level I didn't want to continue so I explained I was hanging up and that was the end of our business together. Then, and only then, did the operator quickly say, 'OK, we'll match it!' but I stuck to my guns and left the company. I had tried to stay with them. I gave them the opportunity to keep my business but they chose to leave me feeling bitter about them after three years of acceptable service. So not only have I left the company but I also wouldn't recommend them to others.
I discussed this with a friend who simply replied, "People are not loyal anymore." I felt guilty as I had perpetuated this idea and wondered if I'm the only one breaking ranks and choosing what's best for me even after years of good service from a company.
I discussed this with a friend who simply replied, "People are not loyal anymore." I felt guilty as I had perpetuated this idea and wondered if I'm the only one breaking ranks and choosing what's best for me even after years of good service from a company.
Do you have more than one shop loyalty card in your purse/wallet? And do you choose those shops because they offer rewards in return? My credit card gives me rewards at a store I use regularly so I'll use it over my debit card which has no reward scheme.
And what about bank accounts? Have you ever switched? Many of us are nervous about moving as even though we complain about the surprise bank charges and overseas call centres it often feels as 'better the devil you know' is good advice to follow.
What would make you be loyal?
My energy supplier might not be the cheapest but they are easy to contact – no high rate telephone numbers – have a UK call centre, and they give a month's Direct Debit payment back each year. That works for me but companies are always only one complaint away from losing long-term business.
Graham Jones, an Internet Psychologist, touched on this in a recent newsletter where he found himself choosing to use companies where he liked the people. So even in our online world, the human face of a company is extremely important.
I discussed this in a cafe - where I had a loyalty card stamped for our drinks, of course - and the conclusion we reached was that as long as we get something back we'll remain loyal. Is that a sad reflection on society today or the right attitude in this current financial climate?
(Images: (c) David Loudon and souldestine via morguefile.com)
And what about bank accounts? Have you ever switched? Many of us are nervous about moving as even though we complain about the surprise bank charges and overseas call centres it often feels as 'better the devil you know' is good advice to follow.
What would make you be loyal?
My energy supplier might not be the cheapest but they are easy to contact – no high rate telephone numbers – have a UK call centre, and they give a month's Direct Debit payment back each year. That works for me but companies are always only one complaint away from losing long-term business.
Graham Jones, an Internet Psychologist, touched on this in a recent newsletter where he found himself choosing to use companies where he liked the people. So even in our online world, the human face of a company is extremely important.
I discussed this in a cafe - where I had a loyalty card stamped for our drinks, of course - and the conclusion we reached was that as long as we get something back we'll remain loyal. Is that a sad reflection on society today or the right attitude in this current financial climate?
(Images: (c) David Loudon and souldestine via morguefile.com)
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