Peter Fader

Emotions Shape Customer Experiences

The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2)

Make Customer Inequality Pay

If you read one book over the holiday, I suggest Peter Fader’s recent book titled Customer Centricity. Published by the Wharton Digital Press, it is a perfect read for the holiday. It’s short (60-90 minutes), clear, and the best summary