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Customer Experience Trends

24 October 2022

Quote of the daystrategic quality

Where is quality made? Quality is made in the boardroom.

W. Edwards DemingAmerican statistician and quality-management expertAttributed

Principle of the day

Strategic choice

Strategy requires choices and trade-offs; a company trying to be everything to everyone loses a clear position.

Michael PorterAmerican strategy professor and author of competitive-advantage conceptsSource: Strategy and competitive advantage

Quote of the daybrand definition

A brand is the set of expectations, memories, stories and relationships that, taken together, account for a consumer’s decision to choose one product or service over another.

Seth GodinAmerican author and entrepreneur who writes about marketingSource: define: Brand

Quote of the dayconsumer choice

The more options there are, the easier it is to regret anything at all that is disappointing about the option that you chose.

Barry SchwartzAmerican psychologist and author of “The Paradox of Choice.”Source: The paradox of choice

Principle of the day

Retention

Growth is more durable when new customers remain active; analyze cohort retention, not only acquisition volume.

Source: Cohort analysis

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