Satisfaction is not enough. Satisfied clients leave.
Thrilled clients tell others.
Satisfaction is a low bar. Let’s identify what excites or thrills your customers.
Retention is one thing, but more and more decisions are based on recommendations from trusted sources such as friends and family. How do we connect with your customers so that they will promote your product or brand?
Identify not just the rational reasons for remaining with a brand or product, but the emotional motivations as well. Humans make choices based on emotion and justify rationally. So let’s go to the root of the motivation.