10 Comments

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.

Expand full comment
author

Thanks for reading, Sarah! Would love to know which brand, but I'm sure you can't say here.

Expand full comment
Feb 10, 2023Liked by Jared Holst

So let me guess this straight - you were still planning on taking the subway home had you been able to purchase said microwave, yes?

Expand full comment
author

Yep. Just me and my baby-blue microwave. :(

Expand full comment
Feb 9, 2023Liked by Jared Holst

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 🫤

Expand full comment
author

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.

Expand full comment
Feb 9, 2023Liked by Jared Holst

Totally! Esp during a time when lots of products/services are in high demand.

Expand full comment
Feb 9, 2023Liked by Jared Holst

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.

Expand full comment
author

And just zero responsiveness from Southwest. Really grim that they got away with it.

Expand full comment
Feb 9, 2023Liked by Jared Holst

They basically just shrugged and said, "What are you going to do about it?"

Expand full comment