This week has been busy for me so therefore I will upload my blog post today, Saturday. It is nice that the week has 7 days sometimes!
I think this week’s question is tricky. I believe that we can make people happy and unhappy depending on the customer experience, but I do not know how much impact it will have on the business. It depends on the customer and on the context as for everything else.
I think it is easier for me to talk from an own experience. For example with guaranty on products. It is great to have during the time (short term = happiness) but when the guaranty has passed with one day and you still have a totally well-functioning product (long term = from happiness to disappointment), the company will do nothing to help you. Example with my former bike. I bought it and was very happy with the bike, the service and the overall experience of the product and the company that sold the bike to me. However, one week after the guaranty of the 1-year-contract was passed (my bike was very well functioning, better than a lot other bikes of 1 or 2 month) they would not do anything to help me…. I got really upset and disappointed, in other words the happiness that I have felt while buying the bike (short term) changed to a bad feeling (long term) and is therefore the feeling that I will remember. As long as you are a paying customer a company will do anything to help you, but the same day as your payments stop coming you are not important anymore (for some companies).
I believe that companies that use this to their benefit are winners, if you are truly interested and willing to help even though the customer is not your customer, it is always a potential customer. And the customer will always remember the long-term feeling and experience more than the short-term. Because the short-term can be caused by so many other things, like the feeling of getting a new product or the happiness about doing the shopping and not directly related to the product and the specific company.
Maybe this post was very blurry, but please put your comments with your points of view of this subject. I really want to understand how other’s think about this since I do not have a straight view myself.