The client is always satisfied. How to manage expectations, experience and memory of customers. Duffy Chris

Will the client make a second purchase? Will he write a good review? Will your company recommend friends? It all depends on what will remain in his memory after interaction with you.

Chris Duffy, an expert on service recognized in Europe, is sure that the key to customer loyalty is the management of their expectations and memory. In his book, he offers a program for creating and maintaining positive memories in the minds of customers, which is essentially the most effective loyalty program in the century of social networks and Internet exhausters. The book is equipped with research links, useful sources on the topic, as well as cases of well-known companies, such as Lexus, Aldi, Dyson, The Ritz-Carlton, Virgin Atlantic and others.