The article discusses the importance of loyalty in business and how it has evolved over time. True loyalty, as experienced by a USAA member, relies on trust built through time and mistakes. The author emphasizes that clients today seek more than proximity; they desire memorable experiences and strong relationships. Therefore, businesses must focus on delivering consistent quality and exceeding expectations. This principle shapes the author’s leadership approach as CEO of Boardroom, where attention to detail transforms a simple service into an immersive experience.
Loyalty isn't about perfection, it's about trust, which is built over time through mistakes, reflecting its evolution in modern business relationships.
Today's clients are loyal not out of proximity but because of earned trust, driven by the experiences and relationships businesses provide consistently.
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