18/11/20

A fascinating new study published in the Harvard Business Review delves into how customer satisfaction relates to customer retention. In an article entitled The New Science of Customer Emotions, authors Scott Magids, Alan Zorfas and Daniel Leemon delve deeply into a fact that Gallup identified years ago: satisfaction is not enough to retain customers – it takes a “wow” relationship to forge customers who are not only loyal, but who become brand advocates.

 

 

 

 

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