…remarkable. Why would someone recommend Citi as a bank due to an unremarkable business transaction. (Routine banking transactions should always be unremarkable. When they stand out, it probably means something went wrong.)
If we were truly interested in understanding someone’s loyalty, we could ask a different question: In the last 6 weeks, have you referred us to a friend or colleague? This, in fact, is the exact question Netflix asked its customers during its early years. Netflix paired it with another critical question. They asked all new subscribers Were you referred to us by a friend or colleague?