DISQUS

Ant's Eye View: Satisfaction, Loyalty and Affinity…

  • Andy Sernovitz · 1 year ago
    So many companies thing that "satisfaction" is the goal. In the classic words of Geoffrey Moore ... you are expected to brush your teeth every day -- you don't get extra credit.

    Satisfaction --> Loyalty --> Affinity --> LOVE

    Love is where word of mouth happens.

    Love starts with trust.

    Who loves you, baby?
  • Tom O'Brien · 1 year ago
    Interesting point - sounds like the discussion on influence. Does it really matter? What matters is advocacy. And advocacy is the result of LOVE. I love this brand so I will argue for it and recommend it.

    TO'B