#loyalty

Why what you know about Brand Loyalty is wrong and what to do about it

on May 13, 2014 10:49 PM

What you’ve been taught about brand loyalty is wrong.

Why? Because the consumer behaviors that marketers call brand loyalty are not the result of a deep-seated love of your brand. They’re really not that into you.

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Customer Service

What Netflix and GoDaddy don’t understand about customer service

By Adam Williams

on October 16, 2012 6:54 AM

Did you ditch Netflix after it announced price increases late summer 2011 or when it announced Quikster? Or did you leave GoDaddy after it supported SOPA or had massive downtime in September 2012?

I did.

In fact, a lot of people did.

But why? Both services had a large user base. So why did people jump ship when there was a bump in the road instead of giving them a chance to recover?

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