This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…
It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience […]
There are many definitions of customer experience, but I have settled on this one: Customer Experience is how customers feel about every single interaction with a brand. What can we glean from this definition? How customers feel is an important piece of the puzzle, because not everyone feels the same way about the same thing…
Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.