Customer Experience | American Marketing Association

Forget Delight, Customers Just Want Their Expectations Met

Special treatment can provide momentary satisfaction, but research shows the sustainable and more effective way to make customers happy is to simply avoid disappointing them

Always Moving Forward With Experimentation

How Consumer Orchestration Work Creates Value in the Sharing Economy

Press Release From the Journal of Marketing: How Consumer Orchestration Work Creates Value in the Sharing Economy

illustration of pieces of chainlink fence transforming in flying birds

Marketing News

Move Beyond ‘Legacy Systems’ to Understand Brand (Dis)loyalty

Connecting to Place, People, and Past: How Products Make Us Feel Grounded

Press Release From the Journal of Marketing: Connecting to Place, People, and Past: How Products Make Us Feel Grounded