Value Engineering and the Customer’s Emotional Journey
Many companies still fail to recognise the influence of customers’ emotions in their buying behaviour and don’t have the slightest idea of the importance of…
Tag: Customer Loyalty
The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so…
3 reasons why collaboration is the key to unlocking success
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating…
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems…