Loyalty was supposed to be expensive to buy.
Yang Ruoqian understood that kind of loyalty.
Membership points, branded cards, premium seats, exclusive presales, fan events, collectible cups with terrible storage value. Companies spent money to trap customers inside little systems, then customers complained while walking back into them.
That was normal.
The old cinema had done something worse.
It had created loyalty by refusing to build a loyalty program.
"Show me the exact mechanism," Yang said.
Lu Shuyuan placed three sheets on the desk.
No one had drawn a heart.
Good.
No one had used the phrase customer love.
Better.
The first sheet showed repeat purchase intervals. The second showed morning-screening attendance. The third showed customer questions at the counter. All three looked harmless if read by a person with no survival instinct.
Yang had survival instinct.
He pointed at the third sheet. "Why are there so many questions about next week?"
