Customer Loyalty: The Rock Star Approach (part 1 with Tourette's Notes!)

I said in a blog post recently that I was fiercely brand loyal until I wasn’t, and I used the example of Starwood Hotels vs. Hilton to illustrate the point, as well as Outback Steakhouse vs. Saketumi, my local sushi joint. At least Starwood didn’t call me on the phone like Scottrade did after a […]