![]() It’s a long study but the two interesting parts for me were: That’s overstating it a bit but this is a very interesting empirical study (my favourite kind) of a hospitality setting that looks at exactly what is important for loyalty in a service context. Right here as it happens □ -> Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors We’ve heard Delight and Wow drive loyalty in service interactions but where’s the proof? Which Service Elements Actually Produce Loyalty ![]() Joel Spolsky, co-founder of Stack OverflowĪ quote that could not be more on-point for a CX newsletter. Every day that we spent not improving our products was a wasted day.
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