Chapter preview · Arc VI — Build moats that last
Chapter 21 — From Recurring Revenue to Customer Loyalty and Beyond
Winning the Long Game with Tangibles
Building lasting customer relationships through service models, loyalty programs, and continuous value delivery that goes beyond the initial product purchase
Consider any durable good you can think of: A chair, a TV, a car, a mobile phone. A common trait of durable goods is implied from the very name: They're durable. Once procured, they are used through a long period of time, until their (almost) inevitable succumb to wear and tear.
There is no intrinsic relationship between the maker and the users of this product. Next time consumers go shopping for a waste bin, they are more likely to purchase other brands' bin than this particular one. Way of the world.
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