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2016 | OriginalPaper | Chapter

9. Imperative 7: Realize the Only Way to Build Customer Loyalty Is through Customer Memories

Authors : Colin Shaw, Ryan Hamilton

Published in: The Intuitive Customer

Publisher: Palgrave Macmillan UK

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Abstract

Price is not the main reason for customer churn; churn occurs due to overall poor quality of customer service. – Accenture Global Customer Satisfaction Report 2008.

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previous chapter Imperative 6: Accept that Apparently Irrelevant Aspects of Your Customer Experience Are Sometimes the Most Important Aspects

next chapter How to Move to the Next Level of Customer Experience

Kahneman, Daniel. Thinking, Fast and Slow. New York: Farrar, Straus and Giroux, 2011.

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Altmann, Erik M., and Wayne D. Gray. “Forgetting to remember: The functional relationship of decay and interference.” Psychological Science, 13 (2002): 27–33; Web. https://www.msu.edu/~ema/altmg02.pdf

Dunn, Adriana. “6 Reasons Why Great Customer Service Drives Powerful Word of Mouth Marketing Results.” www.business2community.com. October 4, 2013. Web. October 7, 2015. http://www.business2community.com/customer-experience/6-reasons-great-customer-service-drives-powerful-word-mouth-marketing-results-0636835#VKo8J8zOCPZ7wpwQ.97

Loftus, Elizabeth F. “Creating False Memories.” Scientific American. 277 (1997): 70–75.CrossRef

“Choice Supportive Bias.” en.wikipedia.org. Web. June 10, 2015. http://en.wikipedia.org/wiki/Choice-supportive_bias

Title: Imperative 7: Realize the Only Way to Build Customer Loyalty Is through Customer Memories
Authors: Colin Shaw
Ryan Hamilton
Publisher: Palgrave Macmillan UK
Book: The Intuitive Customer
Print ISBN: 978-1-137-53428-6

Electronic ISBN: 978-1-137-53430-9

Copyright Year: 2016
DOI: https://doi.org/10.1057/978-1-137-53430-9_9