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Why bad customer experiences make us happy! (And, why MEETING customer expectations isn't any better.)

Here's a paradox for you…. A bad experience can actually make us happier than an experience that meets our expectations. I know, surprising?!

We’re going to uncover why this paradox is true, why meeting or exceeding your customers'...

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Customer experience | What as an experience?

For more than a year I've been talking about creating loyalty loop experience and someone recently asked me this question: "Hey Drew, what exactly is an experience?"

It made me realize that I’ve never actually defined the word experience or...

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