Yes, so spot on. Having worked in brand strat for one of the companies mentioned in this post I could not agree more. Lovebombing (without holding true to promises) is the perfect term.
To the point about time - most brands try to model customer lifetime value to determine how hard they want to try to keep you. This in addition to how much they paid to acquire you are probably the biggest determinants of how well they treat you. So, yeah 🫤
Great point. It didn't occur to me to think about lifetime value. The other thing your comment made me think about is price/value and the role it has to play in all this.
The Southwest screw up was insane! There were so many people stranded at Denver Airport that considered themselves homeless, as they couldn't get a flight for weeks and couldn't afford a hotel.
Yes, so spot on. Having worked in brand strat for one of the companies mentioned in this post I could not agree more. Lovebombing (without holding true to promises) is the perfect term.
Thanks for reading, Sarah! Would love to know which brand, but I'm sure you can't say here.
So let me guess this straight - you were still planning on taking the subway home had you been able to purchase said microwave, yes?
Yep. Just me and my baby-blue microwave. :(
To the point about time - most brands try to model customer lifetime value to determine how hard they want to try to keep you. This in addition to how much they paid to acquire you are probably the biggest determinants of how well they treat you. So, yeah 🫤
Great point. It didn't occur to me to think about lifetime value. The other thing your comment made me think about is price/value and the role it has to play in all this.
Totally! Esp during a time when lots of products/services are in high demand.
The Southwest screw up was insane! There were so many people stranded at Denver Airport that considered themselves homeless, as they couldn't get a flight for weeks and couldn't afford a hotel.
And just zero responsiveness from Southwest. Really grim that they got away with it.
They basically just shrugged and said, "What are you going to do about it?"