Customer Experience

Customer Experience Piramid - Reverse by Andre Wiringa

Customer Satisfaction ≠ Customer Loyalty

Meeting expectations will create satisfied customers, which is important. Yet ‘good’ and ‘satisfaction’ are simply not enough anymore. The model below illustrates that you need to go beyond operational excellence, and delight your customers...
Performance Solutions - IKEA Japan - Customer Experience

Why some brands are more successful than others

Customer experience is the main driver of future loyalty. Whatever customers experience, determines whether they will come back and purchase or book again. Or not. It also determines what they will share with others...

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