I want you to want me
summary
Research argues wantedness beats loyalty and shows how: a co-creation method that nets over 10 million Windows Insiders and 70 million feedback items, a carrier move that got rid of contracts and built one-to-one social and CEO-email escalation, and an airline’s three-year Polaris program developed in a simulated cabin sleep-over co-creation with passengers and flight attendants. The claim is that proving service at every customer touchpoint — with listening systems, a “red face test,” and decisive product changes — actually drives advocacy.
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chapters (7)
- 0:00Start
- 0:17What Is Loyalty
- 12:40The Red Face Test
- 13:15Step out of the Way
- 17:38Warby Parker
- 18:17We Have an Obligation as Consumers To Give Feedback to Companies
- 18:58Keep the Customer at the Center of Everything You Do
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