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When the quest to win customer loyalty leads to ‘love bombing’

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When the quest to win customer loyalty leads to ‘love bombing’

love bombing CX

It’s become one of my biggest pet peeves: I place an online order, and immediately after (or sometimes even before) getting an e-mail confirmation, I get a separate e-mail from the company telling me I’m now in their “VIP club” or a member of their community.

All I wanted was to buy something. I didn’t sign up to be part of a cult.

The eagerness with which brands use e-mail, retargeting and similar tactics to cosy up to customers almost inevitably comes off as desperate. It also feels

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