#402: Giant Food Celebrates Its Award-Winning Loyalty Strategy
Let's Talk Loyalty
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The Importance of Internal Resistance in Customer Service
I genuinely believe everybody who listens to this show wants to take care of customers as you have demonstrated there. The very fact that you have to use the words that at least they wouldn't hate us, I mean, that is unbelievable. You're absolutely right. Like I worked for an e-commerce brand where there was a cross-sell in the flight bookings we used to do. And people did hate us. But commercially, the business thought it was doing a good thing for the business because they were selling more car hire. So it blows my mind that you actually had to formally recognize that problem as one human being in the company.
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