Launching your Product… Go or No Go?

Launching your Product… Go or No Go?

Among the many questions I face in my work, the classic “Go, No go” is often at the forefront of concerns.

From the small start-up SME to the multinational enterprise, the decision to go ahead or not with a new product or service is a burning question. And it’s not surprising.

Consumer Loyalty: a single Customer Experience can have a huge impact

Consumer Loyalty: a single Customer Experience can have a huge impact

The results of a customer experience survey released by SOM and Daniel Lafrenière demonstrate the importance consumers place on the customer experience: one experience is enough to change buying habits.

As part of this important study, Quebec consumers were invited to tell the story of an exceptionally good customer experience or of a dramatically bad experience. Hundreds of people took part in the exercise, where it was possible to take stock of the main impacts and the main causes of an exceptionally good or dramatically bad experience.