The Real Magic of Loyalty

Bill Carmody discusses the essence of loyalty programs, emphasizing that true loyalty is not about accumulating points or cash rewards but about providing unique experiences and access that customers value. He shares personal experiences with United Airlines and Coca-Cola, highlighting how these companies focus on customer experiences and status to foster loyalty. The key takeaway is that loyalty equates to advocacy, and successful programs track this advocacy effectively.

According to the text, what is the 'real magic of loyalty'?

What does Bill Carmody mean by 'Loyalty is advocacy'?