I know there was no “overt attempt” to tie in to libraries, but the point is well taken. We really, really need to realize that being “free” isn’t enough for all users – there is so much more to the equation than that!

Seth’s comment about knowing our users is so important, but I think knowing out potential users (non users in our communities) is just as important. What are we not doing for them? We can’t hope to inspire use, much less loyalty without thinking about that.

Your point about businesses confusing loyalty with convenience is well taken.

All of this talk of loyalty got me wondering: Do businesses even care if we are “loyal” in our hearts, or are they really just concerned about our behavior? I’ve been thinking of loyalty from the perspective of the customer, but from the perspective of the business, I think their real concern is our loyal behavior. If we shop with them consistently — for whatever reason — we’re “loyal”. (Until a more convenient option presents itself of course.)

Thanks for sharing your story. I can understand why you have loyalty to Harris Teeter. Heroic deeds in times of natural catastrophe would certainly get my loyalty!

I suppose this could also be a case of the exception proving the rule. It’s not every day that our local supermarket gets to make that kind impression on us.

Your question certainly got me thinking! I started wracking my brain to think of any store (or product or service) that I feel loyalty to and I came up pretty empty.

The short list includes: Nordstrom (I used to work there, so that customer service chip they implanted in my head might be skewing my opinion) and Goldenberg’s Peanut Chews for reasons already mentioned.

But my feeling of loyalty to Nordstrom, doesn’t mean I don’t shop elsewhere; in fact I mostly do. Nordstrom doesn’t have a store that’s convenient to me and there prices are generally more than I’m willing to pay. (I remind myself occasionally that shirts, ties, pants and shoes that I bought at Nordstrom 15-20 years ago are still in good shape while the pants and shirts I bought at Target last year started falling apart after one wash — so I’m re-evaluating my thoughts on which store is really more expensive…

My feeling of loyalty to Peanut Chews doesn’t preclude me from sneaking a Reese’s now and again. It doesn’t help that Peanut Chews are harder to find.

Oops, almost forgot my one TRUE loyalty: Lubeworks. My loyalty to them is not just a feeling, it translates into consistent behavior. I only take my car to them for reasons I mentioned
back in October.

To the supermarkets, candy-makers, oil-changers, and libraries of the world: You want me? You got me. Just make it as easy as possible for me to choose you. You don’t have to be everything to me, but you have to be something. Give me some combination of good service, quality product, pleasant environment, and convenient location. (Note: I sometimes find my office a chair a VERY convenient location so don’t ignore your website!) Oh yeah, do all this consistently.

If you do that, I’m yours. At least for now…

Thanks for taking the question and running with it… Yes, it’s a bit of an odd question, but hopefully someone in grocery land will think about how they could offer better service… I do hear that Wegmans has great service, but we don’t have them here on the West Coast ;(