There are always transaction buyers - people who think only of price. They read the ads and visit stores only when what they want is on sale. They have absolutely no loyalty. If you are not a mass-market discounter, you cannot make money from such customers. Rather than kow-towing to these ingrates, it would be better to provide them with the telephone numbers of your competitors and invite them to take a hike.
Product quality is important in customer retention, but only up to a point.
If we wanted quality products, we would take a day's journey to New York where we could visit Bloomingdale's, or Altman's. Those days are over. I doubt that anyone in New Canaan is traveling to New York City today to shop. American retailing has become so advanced that most customers are within easy driving distance of a large mall or shopping center with a wide variety of stores having anything that they could conceivably want to buy. For every store featuring Hickey Freeman suits, there are a couple of others not too far away who have Charles Jordan or Joseph Abboud.