Customer delight is a powerful technique for driving deeper member engagement. Psychological studies suggest that when a customer’s expectations are met, they will be satisfied and when a customer’s expectations are exceeded, they will be slightly more satisfied, but when a customer is unexpectedly delighted (commonly referred to as ‘surprise and delight’ in the loyalty industry) their satisfaction levels will be substantial.
The bad news, however, is that members will go from earning the equivalent of a 10% reward on their stays, to earning the equivalent of 2% back on their stays, which represents a massive 80% devaluation.
Priming is a psychological technique whereby exposure to a certain stimulus may influence the response to a subsequent stimulus.
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Westfield knows a thing or two about real estate. And yet, they’ve launched an app which hardly justifies why anyone with a smart phone should dedicate any real...
As a Breitling owner, I was quite interested in their recently launched proposition called Breitling Select; a subscription based watch trial concept. Let’s take a...