Customer Experience

When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals

Customer Satisfaction and its Impact on the Future Costs of Selling

Traveling with Companions: The Social Customer Journey

JM Webinar: The Customer Experience Secrets of Leisure Brands

What’s the Secret Behind the World’s Stickiest Brands?