The Satisfaction Paradox

"Customers will not generally remain loyal to a supplier for practical reasons alone.  Customers are most likely to remain loyal only to suppliers who satisfy both their personal and practical needs.
 
Customers whose personal needs are satisfied have a strong tendency to remain loyal, even when offered alternate choices that may be superior in satisfying practical needs."

I learned this today in a horribly-misguided all-day seminar I was required to attend.  This mandatory attendance came from the same authority that required that I bark like a dog the other day.

(think about it...)