(This post originally appeared in Oracle’s SmarterCX.) 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.
For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an excellent experience in the first place. But is the
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