Like all consumers, I have favourite places where I shop or go to for particular services.
These are places that I return to, no matter what, because I am loyal to them.
It goes deeper than just having a relationship, because they have to do a lot wrong to cause me to look elsewhere.
How did they earn this? (And it's important to realise that this relationship is earned and transcends price as a decision driver).
Such businesses do the basics very well, go the extra mile and in some cases even provide an experience which pleasantly surprises.