You just let down a customer. Now’s the perfect opportunity to create a brand advocate.
As important as it is, getting to a common definition of a customer often times gets lost in strategic planning.
Recently, I found out that thinking an airline lost your bags is nearly as bad as actually losing them.
Believe it or not, a terrible experience can still be turned into a positive emotional connection with a customer.
What turns happy customers into brand fanatics, or slightly dissatisfied customers into vocal detractors?
Why does Valentine’s Day have to bring out the absolute worst in email marketing?
As a customer, how many chances would you give a company that just keeps making mistakes?
One company’s great example of why personalization is important and how to put it into action.
Let’s break down the Brand Triangle in Part 2 and find out why the customer is at the center of it all.
Here’s how to enable companies to drive truly differentiated levels of customer engagement.