Guest post from Beth Narrish, Market Segment Manager, IBM Business Analytics
I love when a bad customer experience turns out positive, which is what happened at my regular Dunkin’ Donuts this week. It impacted my customer lifetime value .
I’m a creature of habit. I like to have my regular morning Dunkin’ Donuts “Large coffee, extra skim with two Splenda.”
However on this particular day when I arrived to the office, I realized the coffee was made with extra cream and not extra skim . Ick!
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