Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design Symphony
Retain: The Customer Retention Podcast
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The Eight Emotional Phases
Sally Kohn: I think one of my favorite things about this entire conversation is my mind keeps coming back this pattern recognition that you keep talking about. She says when we run a marketing campaign and it doesn't work, we never say, ugh, we should never do marketing again. But if we get a gift for a customer and they don't write us a thank you note or they're like, oh, thanks and they didn't seem really moved by it,. We go, up, customer gifts don't work and we stop the customer gifting program. The only thing that is keeping any organization from creating remarkable experiences for their customers is their lack of willingness to try something new
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