Members sign in here .
Just as important, it speaks volumes about how clueless companies continue to be about a subject that is arguably essential to their survival in the newly networked world. That subject, in the marketing argot of the old economy, is customer loyalty. We customers are loyal to certain companies, products, and services, but the companies that provide us with those products and services, in the main, exhibit little loyalty toward us. Let me give you an example. I am a devoted Diet Coke drinker, a loyal Frito-Lay customer, and a dedicated drinker of Tropicana orange juice.