People want to be treated in ways that make them feel that you’re on their side. When you go out to dine or are being served by a flight attendant, you want to feel like they’re not just doing their job – that they’re really …more

JJ Buettgen, senior vp, new business development

www.darden.com

Without a big investment or complicated program, some restaurateurs have created informal “membership” programs that customers can join. Dan Sachs, co-owner, Bin 36 …more

“Employee commitment directly impacts brand perception, customer loyalty – and, ultimately, revenue. Research has shown that 70% of customers’ feelings about a brand can be traced to their …more

While discounts and rewards/loyalty programs add value, they aren’t the only currency when it comes to loyalty. What’s ultimately most effective may be the quality of customers’ experiences. Restaurants that build genuine …more

In a study of major U.S. retail companies, Harris Interactive identified categories of customers, and found those who are “committed” to a business or brand – connected to it both rationally and emotionally …more