As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
I really hope you enjoy this article. If you did, I’d love you to subscribe to my blog at johnjsills.com/subscribe to get new thoughts sent to you on an infrequent basis, and find me on twitter @johnJsills. The […]
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…