The Importance of Loyalty

United abandoned its entry into the low-cost airline business just four years after it began, and Delta's song also took its last flight. It is a false assumption that differentiation happens in how and what you do,. Simply offering a high quality product with more features or better service does not create difference. Doing so guarantees no success. Differentiation happens in why and how you do it. There are always reasons people do business with you that have nothing to do with you.