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Tuesday, 25 June 2013 10:34

What's the Tipping Point in Your Customer Experience?

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Have you ever noticed there are a few "tipping points" in any customer experience that have a disproportionate impact on its success?

It might be the moment you slip between the sheets of a heavenly bed at a Westin, or find yourself smiling and relaxed watching the safety video on an Air New Zealand flight. Or the moment you received all the charges for your son's broken arm in one easy-to-read and no-surprises bill from your health plan. (I made this last one up, but we can dream, right?)

If you get them right, tipping point moments seem to have a halo effect on everything else. And if you get them wrong, you're forever climbing out of a big hole of negative customer perceptions.

Do you know what the tipping point is for your customer experience? Finding it, and getting it right, can mean the difference between creating an army of brand advocates and loyal customers or an apathetic slog of customers who feel chained to your brand.

What has been a tipping point for you as a customer?

Adapted from: MarketingProfs

Read 1869 times Last modified on Tuesday, 25 June 2013 10:34

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