COMMENT:

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.

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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.

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