After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of the survey was in the vain of ‘Mrs. Lincoln other than that how did you enjoy the play’. Seemingly after every interaction every company wants feedback, last week at the Vegas airport the Pei Wei had a slick touchscreen station dedicated to getting my feedback. Clearly the commitment to collecting feedback is unmistakable, I’m told all this feedback is so they can “improve” the customer experience. Are company representatives better at meeting customer expectations because of these surveys? What improvements to the customer experience are happening because of these feedbacks?
Tag: satisfaction
Esperienza “wow”: funziona davvero per migliorare la loyalty?
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:
- A strategy of delight doesn’t pay
- Satisfaction is not a predictor of loyalty
- Customer service interaction tend to drive disloyalty, not loyalty
- The key to mitigating disloyalty is reducing customer effort
Continua a leggere “Esperienza “wow”: funziona davvero per migliorare la loyalty?”
Associazione Italiana Customer Experience - AICEX 
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