“…customers only shop based on price when price is the only thing that separates competing offerings. In other words, customers shop based on price when there is no emotional connection to a particular retailer — when they are not engaged.””
The bottom line is as simple as “Engaged Customers Are Loyal.” It’s not a secret but a majority of small businesses fail to see this with the result being a devaluing of their brand.
At your store, office or on the web answering your customers questions and meeting their needs is what’s it’s all about. Case Closed.