COMMENT:
Conventional wisdom would have you believe that delighting customers is a sure way to win their hearts.
Based on that logic, the recent decision by BP to giveaway free fuel at two service stations for an hour and McDonald's today offering 50,000 free cheeseburgers should be a foolproof way to gain undying love of consumers.
However, the theory doesn't always match up to the customer behaviour we see in the real world.
As far back as 1995, a Harvard Business Review study showed that rather than promoting brand loyalty, freebies were creating a segment of chronic shoppers, who routinely hunt for the best bargains around town.