For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place. This concept is called the service recovery paradox
The third secret customers keep from you is which [future] customers to target. If you knew the answer to this question, you could grow your customer base in a cost-effective way by amortizing customer acquisition costs across a larger number
A friend of mine recently bought a new car. In itself, this isn’t noteworthy since we all have friends who have bought new cars. The interesting thing is the large difference in customer experience he had throughout the process. (To
While others write about the Top 10 Reasons to listen to customers more powerful examples are all around us. After all, if Zappos can generate $1B in word of mouth (WOM) revenue why do companies continue to ignore their customers?