11 Образити свого клієнта, а потім задовольнити його – активна лояльність гарантована

According to our unscientific observation, almost every third marketing workshop uses something related to pizza as an example. Let’s not break the pattern ????

Imagine that you are very hungry and decide to order a pizza delivery. The promised 29 minutes turned into an hour “with a hook”. After all, when you open the door of the courier, you consider what juicy words will soon pour through Facebook to your followers about the quality of this service, the chain of establishments and (no doubt as a consequence) the situation in the country in general.

However, after apologizing and explaining the delay, the courier hands you – oh wow – a certificate for a free XL pizza. And the words are somehow forgotten… And at the same time, you involuntarily agree that, indeed, the traffic is terrible today, and those minutes of waiting are not such a big disaster… when you have a certificate in your hands ????