Loyalty Marketing

In this book the author takes a different view about customer loyalty altogether and considers it as a ‘product’ for exchange. This means it requires us to commoditize the concept of brand loyalty and sell it to customers. In this regard, in order to retain the customer through bonding, it requires the firm to offer something extraordinary in exchange for their long-term relationship. Such exchanges are not mere transactions and considered different to the traditional exchanges of goods and services for money. The title of the book therefore reflects the deep meaning of the concept of brand loyalty as a product. Here the author sees this as something of an affinity and bonding that comes from the bottom of the heart of customers. Loyalty therefore does not come suddenly but may takes years to build up through meaningful relationships. Loyalty as a product therefore is said to have a life-cycle with stages of growth, maturity and decline.