Small businesses have the flexibility to quickly develop new products or services and a closer connection with their customers which can build loyalty.

The lessons led to a leadership style that builds loyalty.

"We all have these hopes that there will be opportunities for us to build loyalty to the job, though we're cynical," he said.

"Taking an interest in their lives helps build loyalty," he said.

In that way, the companies hope to build loyalty to the service, not just one channel.

"And the total number of customer service calls per booking has gone down dramatically," she added, "so we're building loyalty."

Being honest with employees and giving them a chance to grow at their jobs builds loyalty in a way that money cannot, he said.

You've got to build that trust and loyalty.

I think the way to build loyalty when you have a challenge like that is to deal with it well.

Since customers get oil changes only about every six months, it is hard to build loyalty.