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Online Retailers Should Care More About the Post-Purchase Experience

Harvard Business Review

MAY 24, 2016

Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty. Every step of the way, Sephora is trying to improve the customer experience and maximize loyalty.

Retail 10
Retail Supply Chain Loyalty Reis 10
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We Appreciate Your Business. Please Stay on the Line.

Harvard Business Review

JULY 19, 2013

If you''re not satisfied with these changes you can cancel your account by calling us," the statement said — hardly an attempt at building customer satisfaction or loyalty. Companies that play bait-and-switch not only create dissatisfied customers but generate resentment and end up with lower loyalty rates.

Airlines 8
Airlines Hotels Loyalty Call Center 8
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