How synergy between order winners creates unbeatable loyalty

This Forbes video “Inside the Cult of White Castle” was published yesterday.  This burger chain has become an icon in the USA, but is little known elsewhere.  The video explores why some customers are so loyal to the brand.  From what they say it’s clear that perceived quality and ability to keep promises are some of the operation’s order winners.     But if you believe in synergy (as I do), it seems to me that the sum of all their OWs is greater than the parts.    White Castle has achieved in the minds of their most loyal customers something that is difficult to define…

Maybe it is loyalty itself.  Loyalty is it’s own reward.  It creates a sense of well-being, belonging and affiliation that assures continued participation in the White Castle experience.

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This entry was posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism and tagged , , . Bookmark the permalink.

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