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Customer Satisfaction

Emotional Attachment and Profitable Customer Relationships
Consumers Publication

Emotional Attachment and Profitable Customer Relationships

Getting Sticky - Brand managers want emotionally attached customers!
Are service expectations really rising?
Customer Satisfaction Publication

Great Expectations - Are Service Expectations Really Rising?

Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.