NOTA AICEX: chi non vorrebbe far vivere un’esperienza “wow” ai propri clienti? Le tattiche sono diverse. Ma non tutte generano davvero piacere e fedeltà nel cliente. E se per caso lo annoiassero?

In this post I complete my take on the key assertion and the 4 findings put forth in the book The Effortless Experience.  Before I launch into this post let’s recap the following points from the first post.

Recap of the essential points from the earlier post

The four major findings put forth by the authors:

1. A strategy of delight doesn’t pay
2. Satisfaction is not a predictor of loyalty
3. Customer service interaction tend to drive disloyalty, not loyalty
4. The key to mitigating disloyalty is reducing customer effort

Continua a leggere “Esperienza “wow”: funziona davvero per migliorare la loyalty?” →