My Future 15 presentation from SXSW Interactive 2012. One big idea and four little questions that matter for creating long-term customer intimacy.
We work so hard to get people to like us. Buy this! Click here! Love me! So why is it that so many people—and most brands—suck at keeping things lively once they have us on the hook? Customer service generally stinks. Products rarely evolve with our needs. And loyalty programs are usually no more than a carrot on a string. A marriage isn’t supposed to be this dull. This is a look at the behaviors associated with keeping things exciting long after buy-in + inspiration for designers who want to to create experiences that build customers for life.