I was researching the question of why companies intuitively believe that customer loyalty is critical to their success.  I found three information sources that provided some clues.  The biggest take away for me is actually the endurance, passion, perseverance and evangelistic energy that are required to change a culture.  It has been documented many times that the journey to a customer centric organization takes time.  This is why executive commitment has to be unwavering for a substantial period of time (maybe 3 to 5 years) for it to take affect. 

It is indeed a commitment in time, money and resources, which holds true that culture transformation is a journey.  It’s true that organizations believe in the connection of loyalty and success, but it’s only those who stay the course and execute that reap the benefits. 

Bruce Temkin’s Loyalty Maturity Model provides a loyalty road map to changing culture.

Ken Blanchard provides white papers on customer loyalty and leadership as it relates to loyalty and profits. 

Walker Index tracks the financial performance of companies considered leaders in loyalty.

Posted under Customers, Employees, Leadership