Understand the experience beyond the transaction
The Experience Advantage explores why customer interactions can leave a lasting impression. Across four episodes, the collection looks at brand relationships, the response to service problems and the feelings people associate with an experience.
Use it to start a more thoughtful review of how your business communicates, supports customers and responds when expectations are not met.
The episodes
- Episode 1: Emotional connection and a customer’s relationship with a brand.
- Episode 2: The psychology of service recovery.
- Episode 3: Responding to complaints with the customer relationship in mind.
- Episode 4: Why feelings matter in the experience customers remember.
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