Brand Experience Equals Customer Retention
Customers tend to abandon a product following just one bad experience.
Of course, you’re working to avoid this. You want customers to delight in your service,
embrace your brand, tell every friend that THIS is the business they champion.
But how do you achieve that level of loyalty? How do you know what constitutes a "good" and "bad" experience?
If the answers were completely obvious and straightforward, every company would be flying high.
The challenge is to see your brand through your customers’ perspective, understand their experiences
inside and out, and gather accurate information that points to your business’s weaknesses and strengths.
From there, it’s much clearer what to alter, hone, enhance, and improve.