Loyalty is Not Blind Following

[CoreyFreeman]

( TLR version: I should really just stop tweeting...)

Some of you may know that I'm a Headway Themes Expert (not lying. Single handedly ran their support forums for months). I love the theme and the developers, but sometimes the owner can go off the handle for small things, which got me thinking.

You see someone was disappointed because the theme wasn't working out for them, but HW no longer offers refunds. I was on twitter and caught the tweet and shared my condolences, because although I love the theme, they used to offer refunds and I think it's a bummer they stopped. I think this about most products. I realize digital products can't be "returned" but $68 for some is a lot, and it will be a significantly higher amount if they bought into one of the "developer" packages the company now offers.

I asked the owner on skype when the no-refunds thing happened, out of curiosity. He said it'd been going on for a while and "thanks for your loyalty on twitter."

I never spoke ill of the service or support, I simply said that I was disappointed they no longer offered refunds. Does this mean I will no longer use HW? Nope. Does this mean I don't think it's the best theme framework out there? Nope.

But loyalty is not blindly agreeing with any and all policies that a company, person decides to enact. Loyalty is sticking with something and trying to help it improve, regardless of disappointments that may occur or the fumbles that may happen. Short dictionary definition:

• Unswerving in allegiance

Am I running to another theme that offers refunds? Nah. I'll just work that much harder to explain to potential affiliate customers why Headway might be a good fit, and what benefits they'll experience. It's weeding out those who won't fit well that lowers disappointment.

What do you guys think defines loyalty to a company or person? Do you think the "ideal" loyal customer is a sheep that agrees with any and all changes, or is honest feedback encouraged?

[Lost_in_moscow]

Apart from Apple, there is very little customer loyalty in technology. So long as a company doesn't put products out that are so bad as to destroy the brand name, users are happy to try something new if the price and feature set are right.

[Starog]

If you are unhappy with something, you can only stay loyal for so long. You will seek alternatives.

If the developers, in this case, aren't going to listen then they might get away with it this time. But if they make other changes that loyal customers aren't happy with and they won't listen to their opinions, those loyal customers will start to move elsewhere, or in this day and age, make something similar.

When it's one or two people (a small team of develops for example), listening to people's feedback is easy because people go straight to them (rather than in a big company where the feedback has to travel through many different ranks). They will get to know those who know what they are talking about and slowly begin to listen and make changes. This can really help that team make a great product, better and so improving their sales. Corey, you say you're an expert with Headway Themes, in which case, they are making a mistake to have a go at you rather than listening to what you have to say.

It's always good to get opinions from people outside of the box.