Virgin Atlantic

What Happens When You Disappoint Your Devoted Customers?

by: Matt Rhodes

Your devoted customers are your most active advocates. Positive experiences in the past have taught them to have high expectations of you - they expect a great experience and they’re devoted to you because they get what they expect. But just as these customers are you most active advocates, they can also be the easiest to disappoint and can quickly turn into detractors.

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Turning Delighted Customers into Devoted Customers

by: Matt Rhodes

There’s a great set of slides from Andy Hanselman on how to turn delighted customers into devoted ones. Andy is right that your best customers and best brand advocates are those who have high expectations of your brand and a great experience when they use it.

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