My core belief is that people want to interact with brands that commit to engage for the long term in a No Refund Culture. These brands:

  • Have strong values from the outset
  • Live their brand values consistently
  • Constantly surprise people
  • Focus on retaining people and correct anything that goes wrong

So great brands work hard to get it right; and when something does go wrong, which it often does, they don’t end your relationship with a refund – they search out solutions for you, they give you more, and end up delighting you as a result.

Post to Twitter