The Extra Mile: Why Doing More For Customers Matters

Peloton used to have a recurring customer engagement issue. The high-end stationary bike maker's products were delivered by a third party vendor that did not embrace any of Peloton's customer-centric values. In the customer feedback data that Peloton pored over, the insight was invaluable: "I don't like Peloton because I had a bad delivery experience." "I'm not going to recommend Peloton to my friends." The criticism struck a nerve with [...]