Jan.02

Dec.20

Nov.30

The Cost of Customer Trust Violations

The Cost of Customer Trust Violations

How easily do customers forget? When transgressions against them are poorly remediated, the memory can be difficult to dismiss.

Twenty-six years ago, I co-authored a Journal of Marketing article that helped demonstrate the pivotal role of trust in maintaining the customer relationship. While there are many definitions of trust, we focused our attention on keeping promises, putting the customer’s interests and good, old-fashioned honesty first. Subsequent publications examined the caustic effects of opportunistic behavior on the part of the seller, i.e., taking advantage of the buyer’s vulnerability. At the level of the individual customer experience, the costs of trust violations and malicious self-interest by the seller are well-documented in both B-to-C and B-to-B settings: diminished loyalty, fewer repeat purchases and unfavorable word-of-mouth.

Lifestyle

Nov.26

Nov.24

Lisa Snowdon shows off her killer curves in a patterned bikini as she cools down in jungle shower on I’m A Celebrity

Lisa Snowdon shows off her killer curves in a patterned bikini as she cools down in jungle shower on I’m A Celebrity

Many a celebrity has made their mark on the jungle shower in I’m A Celebrity… Get Me Out Of Here!And it was Lisa Snowdon’s turn when she slipped into a mismatched bikini to cool down under the waterfall in scenes yet to air on the ITV reality show.

Lifestyle