Long-term customer loyalty is achieved by impressing customers again and again. It can't be bought or bottled. It's created though constant moments of "wow," where the product or service pleasantly surprises a customer.
In this essay, Brandon Schauer shows us how the art of the Long Wow is done by immersing ourselves in the customer's world, simulating the experiences though prototyping, and coming up with delights that normally go unfulfilled.
Links:
Henrik Olsen
- October 29, 2007
See also: Persuasive design (20)
