Consumer loyalty is important and business travelers have to work hard to make airline loyalty [work] for both them and their employer.

The need is just beginning to be met in such a niche like business travel, you have a look at personal community sites like www.livejournal.com . The demand is incredible,

Loyalty should be with customers and not an aging business model, ... The customer is always right.

You can't put a price on loyalty to the city. You can't put a price on pride at work. . . . You can't put a price on the institutional knowledge that our workers have.

A lot of things were happening with our customers. Our business, performance management, becomes a customer loyalty issue.

As a business leader you have to ask yourself, “Am I creating a consumer environment that is conducive to loyalty?” If the answer is no, FIX IT!