Customer loyalty. Oh my, today it is as important as the topic of innovation. Customer loyalty is the key to profitability. The reason is simple: It costs more to acquire a new customer than to keep a current one. Without customer loyalty, customers leave.

I’ve had the opportunity to work with companies of all sizes, from scrappy startups to large multinationals. And while there are many differences between them, there is one distinction that trumps them all: their attitude towards existing keeping customers.…