Eliminating Negatives in Customer Experiences is Not Enough
Posted by John Todor on May 30th, 2007Eliminating negative experiences does not necessarily lead to positive customer experience, commitment, loyalty and advocacy.
Recently, Maritz Inc. reported that 68% of Americans defected from a company because of poor service. One of their conclusions, It is the customer experience that truly holds the potential to be a positive differentiator or a downfall for a company. […]
