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  • KEEPING AND DELIGHTING THE CUSTOMER Discussion

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    Ema
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    This document discusses customer loyalty and customer experiences in two sections. The customer loyalty section examines different types of loyalty, benefits of loyalty for customers, arguments that loyalty is outdated, and arguments that loyalty is still important. The customer experience section explores what constitutes an experience, whether goods can provide experiences, reasons experiences will be central to the future, doubts about the importance of experiences, and conclusions on both topics.

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    KEEPING AND DELIGHTING THE CUSTOMER discussion

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    This document discusses customer loyalty and customer experiences in two sections. The customer loyalty section examines different types of loyalty, benefits of loyalty for customers, arguments that loyalty is outdated, and arguments that loyalty is still important. The customer experience section explores what constitutes an experience, whether goods can provide experiences, reasons experiences will be central to the future, doubts about the importance of experiences, and conclusions on both topics.

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    © All Rights Reserved
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    3 views3 pages

    KEEPING AND DELIGHTING THE CUSTOMER Discussion

    Uploaded by

    Ema
    This document discusses customer loyalty and customer experiences in two sections. The customer loyalty section examines different types of loyalty, benefits of loyalty for customers, arguments that loyalty is outdated, and arguments that loyalty is still important. The customer experience section explores what constitutes an experience, whether goods can provide experiences, reasons experiences will be central to the future, doubts about the importance of experiences, and conclusions on both topics.

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    © All Rights Reserved
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    KEEPING AND DELIGHTING

    THE CUSTOMER
    Discussion
    CUSTOMER LOYALTY
    1. What does loyalty mean? Are there different
    types of loyalty?
    2. Why be loyal? Do customers get real benefits
    from being loyal?
    3. Reasons for arguing that loyalty is the thing of
    the past.
    4. Reasons for arguing that we are only starting to
    understand what loyalty means.
    5. Outcome, your feelings about the matter?
    EXPERIENCE
    1. What constitutes an experience? What are the
    components of an experience?
    2. Maybe it is easier to convert services to experiences,
    but how about goods? Can a candy bar or a milk carton
    be an experience? Examples?
    3. Reasons for believing that staging experiences is the
    way of the future.
    4. Reasons for believing that the whole experience thing
    is just hype.
    5. Outcome, your feelings about the matter?

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