In a survey published recently by Marketing Week, BA won the best airline category for the 3rd year running, despite the disasters of T5. Customers were prepared to stay loyal with BA, as the trust is so deep rooted; they are convinced they will sort out any of the recent news headlines.
BA are lucky to have such loyal customers and need to ensure they sort out their recent troubles and build on this trust for the future.
In the world of Playgroup, we would love to have the same loyalty as that of BA, customers who keeping coming back time after time. Some customers do, as they recognize we offer a quality product, which is value for money, and they trust us to deliver. That trust has taken years to build up and we must ensure we continue to raise the bar so that our customers stay loyal and do not get tempted to stray. We cannot afford to make the mistakes BA made with T5, as we would have no customers. The old saying ‘You are only as good as your last job’ keeps driving me to deliver the best we can for our customers. When they see you are giving your best efforts, they start to trust you and reward this by new projects.
Let us hope one day Playgroup will be a brand that customers trust and continue to use us time after time and refer us to their peers. By then, BA will be asking us to help them! Wishful thinking, although they could do with our help right now…
