Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address.
Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).
That message hit home to me when my Fitbit died…again!
I was an early adopter and have owned several Fitbits over the past decade or so. Almost all of them managed to fail shortly after the warranty expired. (Show of hands – who doesn’t love that?)
When the unit I was using just over a year ago died, I decided to upgrade to the Versa 2 Smartwatch, hoping that the higher-end product would last a bit longer. No such luck.