Loyalty systems big flaw. by Roger Dooley. Our brains in particular do not like demotion. I remember my own particular example with Delta Airlines. After years of flying globally and reaching the highest platinum levels, I retired, minimized travel, and was kicked down to the lowest 'asphalt' level, it seemed. Now I am as disloyal to Delta as possible. Has that demotion process been included in their models of business? Somehow I don't think so. The article also talks about minimizing the damage.
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