Too often, brands work hard creating positive, sophisticated customer experiences – but leave themselves open to failures on basic interactions. And, as Howard Lax (SVP of GfK’s Brand and Customer Experience team) points out in our latest video blog post, negative customer experiences “stick” to consumers’ memory cells more than positive ones. That is why accentuating the negative” is a powerful tool that should be openly embraced by brand marketers.
For more information, you can contact Howard Lax at [email protected]
