Level vs source of customer (dis)satisfaction

We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature.   … Continue reading Level vs source of customer (dis)satisfaction

When consumer love is skin deep

I had heard stories of very loyal customers displaying their love for a brand in very visible forms - for instance, getting a tattoo: (image source here) These customers have strong emotional loyalty towards the brands, which means that they will be more forgiving than the average customer, and less price sensitive. Just what every … Continue reading When consumer love is skin deep