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Imperative 7: Realize the Only Way to Build Customer Loyalty Is through Customer Memories

  • Colin Shaw
  • Ryan Hamilton
Chapter
  • 1.6k Downloads

Abstract

Price is not the main reason for customer churn; churn occurs due to overall poor quality of customer service. – Accenture Global Customer Satisfaction Report 2008.

Keywords

False Memory Customer Loyalty Service Encounter Customer Experience Loyal Customer 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. 1.
    Kahneman, Daniel. Thinking, Fast and Slow. New York: Farrar, Straus and Giroux, 2011.Google Scholar
  2. 2.
    Redelmeier, Donald A., Joel Katz, and Daniel Kahneman. “Memories of colonoscopy: a randomized trial.” Pain 104(2003): 187–194.CrossRefGoogle Scholar
  3. 3.
    Schooler, J. W. “Verbal overshadowing of visual memories: some things are better left unsaid.” www.ncbi.nlm.nih.gov. January 1990. Web. June 10, 2015. http://www.ncbi.nlm.nih.gov/pubmed/2295225
  4. 4.
    Altmann, Erik M., and Wayne D. Gray. “Forgetting to remember: The functional relationship of decay and interference.” Psychological Science, 13 (2002): 27–33; Web. https://www.msu.edu/~ema/altmg02.pdf Google Scholar
  5. 5.
    Dunn, Adriana. “6 Reasons Why Great Customer Service Drives Powerful Word of Mouth Marketing Results.” www.business2community.com. October 4, 2013. Web. October 7, 2015. http://www.business2community.com/customer-experience/6-reasons-great-customer-service-drives-powerful-word-mouth-marketing-results-0636835#VKo8J8zOCPZ7wpwQ.97
  6. 6.
    Loftus, Elizabeth F. “Creating False Memories.” Scientific American. 277 (1997): 70–75.CrossRefGoogle Scholar
  7. 7.
    “Choice Supportive Bias.” en.wikipedia.org. Web. June 10, 2015. http://en.wikipedia.org/wiki/Choice-supportive_bias

Copyright information

© The Author(s) 2016

Authors and Affiliations

  • Colin Shaw
    • 1
  • Ryan Hamilton
    • 2
  1. 1.Beyond PhilosophyOrlandoUSA
  2. 2.Emory University’s Goizueta Business SchoolAtlantaUSA

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