Category Archives: Customer Behavior

When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , | 3 Comments

Turning Lemons Into Lemonade

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you would expect price to be a major … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , , | 3 Comments