A friend once told me about a customer experience he had. Apparently, a mere two days after purchasing an electronic device, he accidently stepped on it, rendering the device useless. Not feeling terribly optimistic, he took it back to the store to see if it could be fixed. To his delight, the person working at the store offered to replace the product entirely.
Impressed by the customer service he received, my friend declared to the employee that he had just earned a “customer for life,” and that he would never shop anywhere else. In that moment, my friend may have meant what he said. However, untrue to his word, my friend purchased a similar product for his sister from a major competitor of the store just a few days ago.
I’m sure this has happened to all of us at some point. But why does it happen?