Keep Them Coming Back

What builds true customer loyalty? We asked six leaders to share what made the most difference in their businesses.

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1/ Take the hit in hard times.

"Loyalty is built not during times of success, but when things don't go as planned. One client's business model needed to pivot due to unforeseen challenges. Despite the significant cost to us, we helped them restructure their team and adapt their strategy, at no additional charge. This decision reinforced our long-term commitment to the relationship, and as a result, that client has since expanded their team with us by 5X and continues to grow the scope of services they trust us with."

—ALEX ROSS, cofounder and chief operating officer, Horatio

2/ Lean into unexpected places.