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, shaving a company's logo on your head: (image source here) Or, for the true fan, getting a tattoo: (image source here) Or lots... (image source here) These customers have strong emotional loyalty towards the … Continue reading When consumer love is skin deep