How to Ruin Brand Love with Poor Customer Experience

A case study on what not to do if you want repeat customers

Photo by Nubia Navarro (nubikini) from Pexels

We all know who our favourite brands are. And when I say ‘brand’, I’m referring to the nebulous concept of how a company makes us feel.

This is so much more than a fancy logo and expensive marketing campaigns. We select brands on the basis of whether…