Ridley's Advantage Wins Loyalty

JEROME, Idaho If you build it, they will come. That well-known line from the 1989 movie Field of Dreams has its counterpart in retail: If you make your customers happy, they will come back. While many retailers talk about making customers happy, few really know how to do so, say loyalty consultants. The 13-unit Ridley's Family Markets, based here, is one exception, and the retailer's ability to, as

JEROME, Idaho — “If you build it, they will come.” That well-known line from the 1989 movie “Field of Dreams” has its counterpart in retail: “If you make your customers happy, they will come back.”

While many retailers talk about making customers happy, few really know how to do so, say loyalty consultants.

The 13-unit Ridley's Family Markets, based here, is one exception, and the retailer's ability to, as retail consultant Jon Robertson puts it, “put the customer in th

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