Book description
Research has shown that memorable experiences can drive customer decisions as much as price and functionality. Yet there have been few meaningful improvements in customer experience over time. The missing ingredient? Emotion. Customers want their choices to align as much with their feelings and senses as with their values and ethics. The rational approaches taught at most business schools — offer more value for money, add features, make service more efficient — are not enough.
Product information
- Title: The Magic That Makes Customer Experiences Stick
- Author(s):
- Release date: August 2019
- Publisher(s): MIT Sloan Management Review
- ISBN: 53863MIT61107
You might also like
article
Why Great New Products Fail
Too often, great products fail because customers do not recognize the value that they create. Although …
book
The CEO Test
Named to the longlist for the 2021 Outstanding Works of Literature (OWL) Award in the Leadership …
book
The Innovation Ultimatum
Prepares leaders for the 2020s—an accessible guide to the key technologies that will reshape business in …
book
The Experience Economy, With a New Preface by the Authors
Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. …