Dear Strategy 102: Staying Loyal to Your Loyal Customers

January 6, 2020

On this episode of Dear Strategy, we answer the following question…

Dear Strategy:
“I recently bought an item online from a fairly large retailer. A week after I bought the item, it went on sale for Black Friday. This particular company has a price matching guarantee, so I called to get an adjustment, but was quickly told that, because it was Black Friday, their normal price matching policies didn’t apply. After doing some research, it seems like this is not an uncommon practice around this time of year. The question is, why do some companies do this? I get that they want to make as much money as possible, but it hardly seems worth it when some of your customers end up hating you for it. What are your thoughts on this strategy?”

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