Customer Experience Survey

Retain Customers and Drive Repeat Business by Optimizing the Customer Experience

According to a well documented study, sixty-eight percent of customers who leave your company for one of your competitors do so because they believe you are indifferent to their needs and opinions.

 

It is a common organizational pitfall to become complacent about customers’ needs and wants, especially during positive economic times. Although you may be familiar with the statistic that attracting a new customer costs five to six times as much as retaining an existing one, it’s easy to make the mistake of letting customer feedback fall to the wayside when you have two or three new customers lined up for every one that you lose.

 

But what happens when that reserve of new customers suddenly dries up? Although there were some classic warning signs, many businesses were caught off-guard by the present economic recession. Businesses across all industries are being adversely affected by a shrinking GDP (which decreased at an annual rate of 6.3% in Q4 2008) and rising unemployment (which increased to 8.5% in March 2009). Americans are tightening their spending belts and businesses are clamoring for fewer customers who all have fewer dollars to spend.

 

With demand for both consumer and B2B goods and services slipping, it is more important than ever to satisfy and retain the customers you do have. While attracting new customers will always remain a goal to strive for, few companies have the luxury in these difficult economic times to spend many of their diminishing marketing dollars on that objective. It is much more efficient to concentrate on retaining, up-selling, and driving repeat business from current customers.

 

According to a recent survey from Accenture (2008 Customer Satisfaction Survey), “how well companies understood and met the distinct preferences and expectations of the customers they serve” was the number one reason that customers stayed with their current product or service provider rather than seeking a competitive alternative. It may surprise you, given the current economic climate, but customer experience ranked even higher than price when determining when and if to leave a provider.

 

Given that a positive customer experience with your products, services, and customer service employees is essential to retaining customers and therefore vital to the health and longevity of your business, right now is one of the most critical times in our economic history to listen and respond to feedback from your customers.

 

Gathering customer feedback must not be viewed as a dispensable expenditure, even in the face of sharp budget cuts. According to a recent report by the Aberdeen Group, 55% of companies surveyed have made zero budgetary cuts in the area of customer feedback initiatives, and 19% have actually increased spending in this area. Informed business leaders realize that an investment in customer feedback and retention is an investment in the long term survival and growth of their companies.

 

Online customer surveys have evolved as one of the most cost-effective, efficient, and accurate means of gathering customer feedback data. Online surveys allow marketing professionals to measure satisfaction levels from a large number of customers at once, without the incremental time and cost of using paper or telephone surveys. Products like Checkbox Survey are managed from a standard web browser, can be implemented relatively quickly without costly IT services, and can be deployed on a large or small scale depending on a company’s needs. By utilizing online surveys, organizations can easily tap into existing customer email databases and incorporate customer surveys into their current customer email campaigns.

 

Because online surveys from vendors like Checkbox can be designed and deployed quickly and updated at any time by multiple users (within set permissions), companies are able to easily adjust their survey initiatives to react to shifting market and economic conditions. Survey results and reports are available in real time, allowing for opportune responses and reactions.

 

Customer retention rates won’t soar overnight, but small incremental changes that are implemented thoughtfully can have a significant impact in your customers’ perception of how you value them and their business. Start by surveying your customers today to create a baseline of your current customer satisfaction levels. Then, consider integrating feedback surveys into your everyday business process. This not only softens the resource requirements of collecting feedback, but also allows your business to check its customer satisfaction pulse at any point in time. Common customer satisfaction surveys include evaluations that are emailed automatically following a purchase transaction or customer service experience.

 

However your business chooses to monitor and respond to customer feedback, it is most critical that customer satisfaction remains a top priority. The economic tide will turn again, but the businesses that will survive and thrive for years to come are the ones that continue to value the opinions and needs of their current customers, regardless of how many new customers may be lined up to take their place.

 

For more information about customer satisfaction and Survey Software options, visit Checkbox Survey Solutions at http://www.checkbox.com or contact a Checkbox Product Expert at 1-866-430-8274 (Int’l +1-617-715-9605).

About the Author

Carlo Fei on luxury, fashion and the customer experience

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Experience Reiki $80 Reiki is the practice of transmitting healing energy through the hands, based on simple, ancient healing techniques. “Rei” means Universally Guided and “Ki” means energy.It uses specific hand positions, on or above parts of the body that correspond to the major organs and energy centers, such as the heart or adrenal glands. Because the purpose of Reiki is to increase your own self-healing powers, it is helpful for any sort of ailment – physical, mental or emotional. Benefits of a Reiki session include relaxation and stress reduction. Your Reiki experience, with Certified Reiki Master Carrie Jeroslow, will bring energy into the body for deep relaxation and a sense of well-being.

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dr. brandt detoxygen experience 1oz $75 dr. brandt detoxygen experience 1oz

Experience Hendrix $29.95 “By Jimi Hendrix. For guitar, voice, bass guitar and drum set. Hal Leonard Transcribed Scores. Psychedelic Rock, Hard Rock and Classic Rock. Difficulty: medium to medium-difficult. Complete score songbook. Guitar tablature, standard notation, vocal melody, lyrics, chord names, bass tablature, drum notation, guitar notation legend, bass notation legend, drum notation legend and performance notes. 368 pages. Published by Hal Leonard”

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Lifetime Experience Documentary $830 This Lifetime Experience provides professional biographical services to those wanting to capture a loved ones life on film as expressed in their own words and voice. This results in a personal documentary that can be shared for lifetimes to come. Each documentary is unique for each and every person and truly captures the essence of the family members that are being filmed. This is a one of a kind experience, and so important because it allows for traditions and experiences to be passed down for generations.Many of us have missed out on the opportunity to hear from those important to us as well as forgotten some of the stories told over the years. With this Lifetime Experience, stories will continue to be told and loved ones won’t be forgotten.

6 Day Windsurf Experience $355 Only a short drive from Corpus Christi, Texas, this renowned school is located in the Padre Island National Seashore at Bird Island Basin. This half-mile stretch of beach on the protected Laguna Madre is internationally recognized as one of the top windsurfing sites in the mainland U.S.A.During this 6 day experience you will have 4 days of lessons and 2 practice sessions to hone your skills. By the end of this experience, you’re sure to be on your way to becoming the windsurfer you’ve always wanted to be!

Tall Ship Sailing Experience $60 Enjoy a shipboard experience you’ll remember forever, sailing the Big Apple’s famous harbor aboard New York’s only “Tall Ship”! The historic Clipper City is an exact reconstruction of the City Clipper ships that sailed the coastal lumber trade in the U.S. during the late 1800′s.Climb aboard if you are up for it, help the crew raise the massive square-rigged sails of this historic ship. Nothing will prepare you for the amazing sensation of being on one of the largest sailing boats still in commercial operation today.Enjoy stunning views of the Brooklyn Bridge as you get underway. Pass close to the Statue of Liberty, take in sweeping views of Ellis Island, the Manhattan Skyline, and the fortifications of Governor’s Island and Battery Park at the mouth of the Hudson River.This is an environmentally friendly experience, as your ship is powered by the wind with auxiliary engines fueled by an eco-friendly bio-diesel mix.This magnificent vessel is a prominent feature of the New York City skyline.

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Woodinville Wine Experience $160 Woodinville wineries share more than locality; they share a commitment to creating fine, world-class wines from the very best Washington vineyards. This Woodinville Wine experience will take you on a tour of four of Woodinville’s most acclaimed boutique wineries in an intimate and relaxed setting.The spotlight is on more than just the quality of wine. Each visit will dig a little deeper to explore the local winemaking history and the art of viticulture.What better way to spend an afternoon than tasting wines, exploring the region’s charming wineries, and spending time with friends!Possible featured wineries:Brian Carter Cellars: Visit the “little yellow tasting room” of Brian Carter Cellars, the first winery in Washington state to focus exclusively on an array of handcrafted European-style blended wines.Northwest Totem Cellars: Enjoy the rare experience of wine tasting in the winemaker’s very own kitchen. This family-owned winery shares their handcrafted wines as well as their extensive knowledge of the wine-making process.DeLille Cellars: Enjoy award winning wines while taking in the stunning architecture of their traditional “chai” styled winery or in the comfort of their interpretive nature walk through the on-site native wetland.JM Cellars: Taste wines fireside before touring the cellar room, or maybe taste wines straight from the barrel!Hollywood Hill Vineyards: The only winery with a vineyard in Woodinville

VIP Shopping Experience $780 Your personal stylist Alyson Scott has strong relationships with all the luxury stores within this package to make sure you are given five-star, VIP treatment. Ms. Scott stylist has partners with all the boutiques on Rodeo, Robertson, West Third St, Melrose Place, La Brea, and Vintage.During this experience, your stylist will begin with a personalized consultation at your home or hotel to learn all about your individual style. You’ll discuss your lifestyle, fashion choices, style icons, and body type. Then you head out for a day of shopping designed exclusively for you with your own personal shopper. You will be treated to complimentary champagne, celebrity discounts, private dressing rooms, personal retail service, and all the attention you deserve. At the end of your day, be prepared to look fabulous and feel good from the outside in!

Bee Keeping Experience $310 Whether you want to run your own bee colony, or simply just want to explore something so unique and interesting, then this bee keeping experience is for you! This bee keeping course will provide you all the necessary information and “hands-on” experience to start your own bee colony in your own backyard, even if your property only measures 50 x 100 feet! Your day long class will use live demonstrations, hands-on activities, video tapes and text to ensure you walk away with a functional knowledge of bees and bee keeping. The goal of the class is to give you the knowledge and confidence to start and manage your own bee colony, if you so desire. At the conclusion of the class, all you will need to do is to place 2 phone calls – one to order your bees and the second to order a hive and accessories.Topics to be covered are: What equipment to get, where to get it, and how to use it Why keep bees? Bees and the history of beekeeping, how bees make honey, parts of a bee hiveTools and clothing, ordering bees, building and placement of a hive Spring, Summer, Fall, and Winter Management Setting up a colony, how to handle bees without fear of being stung The effect of weather, how to take honey off the hive, judging honey quality, selling your honey, preventing swarms, pests and diseases of the honey bee and what to do about them How to get maximum honey production, moving and combining hives, releasing a Queen, catching and installing a swarm

Oregon Coast Experience $225 Every day reveals something new in Cannon Beach. Rain, storm or shine there are amazing views all around; from the beach to the surrounding bluffs.Cannon Beach provides the quintessential Oregon Coast experience. Framed by sea-splitting headlands and miles of beaches, this town of 1,600 residents is a blend of incredible scenic beauty, wildlife, upscale inns, fine seafood restaurants and art galleries galore.You’ll start the day with a walk through town peeking into art galleries, surf shops and local stores. Next you’ll head to Whale Park, then off to take in sea lions an other sea life as you enjoy an intertidal beach walk.Next you’ll head to the secret Ecola State Park for a coastal rain forest walk with panoramic views.Then take a short hike down to a small secluded beach where you’ll enjoy a glass of local Oregon wine all the while keeping an eye out for elk, peregrine falcons, bald eagles and other sea birds.If you’re lucky and come in the Spring, you might even spot a gray whale as they cruise by on their way back to Alaska!

The TaylorMade Tour Experience $7000 Go inside the ropes as only a Tour Player can with golf’s ultimate 2-day experience: The TaylorMade Tour Experience.On your first day, you will have private full swing and short game instruction led by GOLF Magazine Top 100 instructor Charlie King. You will also go through the MATT System (Motion Analysis Technology by TaylorMade) video analysis to fit your driver, irons, wedges and putter. The results of this analysis will be given to a TaylorMade Tour Technician who will build you a set of 14 custom-made TaylorMade clubs (including putter) overnight.On day two, it’s time to put your new clubs into action by playing 18 holes of golf on one of five world-class golf courses with your new set of clubs. There will be a special appearance by a TaylorMade Tour Player who will be with you throughout the day as well as joining you for dinner that evening.Your package includes 2 nights at the Ritz-Carlton Lodge at Reynolds Plantation and a gift bag which includes a tour golf bag, Adidas clothing, shoes and much more!

Wrigley Field Experience $25000 Whether you are looking to host the ultimate corporate event, or want to celebrate one of life’s great milestones – holding a private event at Wrigley Field will be something your attendees will cherish forever!No other ballpark embodies baseball’s history and soul quite like Wrigley Field. This is your chance to experience Wrigley Filed in a way like never before. Whether your group wants to tour the Clubhouse, play softball on the field, have your event or company announced on the stadium’s speakers and scoreboards, or have customized jerseys made for all the attendees, this event is sure to impress.We offer the following 3 levels of packages for non-game day events at Wrigley Field:Bronze LevelUp to 100 peoplePrivate access to Wrigley Field on a non-game dayPersonalized Wrigley Field marquee photo for each attendee60-90 minute extensive tour of Wrigley Field with access to the Press Box, Suites, Clubhouse, Bleachers, etc…Individual and group photos in the dugout & on-deck circleAccess to Wrigley Field LED screensSilver LevelEverything from Bronze LevelUp to 150 peopleOn-Field access for 3-4 hoursBaseball related opportunities including softball games, playing catch in the outfield, home run derby, fly-ball machines, or batting cagesWrigley Field organ being played by legendary Gary PresseyCatered ballpark food & beverage served in Stadium Club/Batter’s Eye throughout the eventGold LevelEverything from Bronze and Silver LevelsUp to 200 peopleBaseball legends in attendance, such as Billy Williams & Ernie BanksBatting & Pitching clinics with baseball legendsCustomized jerseys for attendees at events

ANDIS Experience MLX Adjustable Clipper (Model: 01830) $99.95 ANDIS Experience MLX Adjustable Clipper (Model: 01830)

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Private Group Climbing Experience $330 Enjoy an evening climbing privately in a gym with more than 6,000 sq. ft of professionally designed climbing surface and some of the best bouldering in the southeast during this private climbing party.With the gym all to yourself, each participant with learn the essentials of belay & safety. This instruction will cover basic safety topics of climbing along with how to belay your climbing partner. The belayer is responsible for providing the climber with a controlled support rope. In the event of a fall or repel, the belayer maintains the line and works with the climber to safely restart the climb or descend to the belay station.This package will provide your climbing party with the essentials so that you may continue climbing in a safe and fun environment during your evening. In addition, the package includes the private use of the facility, gear and instruction for participants and access to the party room, where you can set up food & drink.

The WOW Horseback Experience $410 Your epic ride starts at camp in the morning. There you’ll pack lunch and drinks to your saddlebags, meet your horse and mount up. As you ride into a near-by canyon, the trail becomes steeper and the canyon closes in, leaving a passage that climbs between vertical sandstone walls toward the top of the ridge high above. As you ascend, the terrain becomes more challenging and more visually stunning.After you marvel at how high you’ve climbed, enjoy your lunch atop the ridge. The view is incredible – far below lies Las Vegas, Lake Mead, and, on a clear day, the West Rim of the Grand Canyon.As you continue along the cliff’s edge you’ll see the pine-covered Spring Mountains towering beyond backdrop of red and yellow sandstone.Seeing this countryside from horseback adds to the feeling that you have slipped back in time. It’s no wonder the Southwest desert feels like an enchanted place.

Rally Driving Experience $599 The majority of the day will be spent driving on either the skid pad or the slalom course practicing the techniques that allow drivers to slide through corners under control. You will also learn an emergency avoidance maneuver that could save your life!Finally you will get a chance to ride “at maximum attack” on real rally roads with a driving instructor at the wheel. You will get a chance to be in the car as the instructor demonstrates the exciting “Scandinavian flick” or pendulum turn.

Climbing Experience w/ Coach $135 Rock climbing is a sport that allows people to work out, explore new territory, and stay in tune with oneself while having fun. Whether you would like to get introduced to the sport or pick up some pointers, enjoy this all day pass of climbing with an hour lesson from your expert coach!If you are a beginner, you will cover how to climb safely in an indoor facility, basic belay and rope management procedures, and essential climbing techniques. For the climber looking to hone skills, your coach can assess and assist you in areas of climbing that you?ve been struggling on so that you can approach problems with a stronger mind and skill set.This Gym Offers: Wide range of difficulty levelsOver 4,000 holds to choose fromRoutes are changed weekly30 ropes and 8,500 square feet of climbing surfaceMembers workout areaA rope for climbingDesignated area for rapellingGreat for powerful bouldering, sustained routes or a day out with the family

Amargosa Dune Buggy Experience $545 Amargosa Means ‘Big Dune’ and they are so steep and so tall that you’re not likely to get to the top of many of the larger dunes here, but we know you’ll have fun trying!This is a free roaming adventure where, after learning how to drive the buggies and to properly navigate the sand dunes, you will given free reign to go for it and explore all on your own. Our staff stays on site and is there to assist whenever needed and to make sure you’re having a safe adventure.With peaks of over 500 feet, these are the tallest dunes in North America! One of the best features are the huge ‘bowls’ formed between the peaks and valleys of the large dunes. Here you will find yourself speeding towards the top then racing towards the bottom only to race back up the other side, turn around and repeat!Go Big with this once in a lifetime adventure driving a dune buggy at Amargosa Dunes!

C-47 D-Day Flight Experience $330 Relieve one of the most historic days in world history as you take to the skies aboard a C-47 aircraft for a re-enactment of D-Day and the storming of Normandy.You’ll don authentic battle gear of a World War II airborne trooper, including a paratrooper jacket, helmet and parachute pack (don’t worry, you’re not jumping).Next, you’ll participate in a pre-flight briefing identical to the one given to U.S. troops before the invasion of Normandy.Then it’s time to take to the air and follow in the footsteps of the brave Americans who flew these daring missions. Experience a piece of history with this authentic C-47 flight experience.

Dr Brandt Detoxygen Experience $75 This 2-step system oxygenates, detoxifies, clarifies and purifies tired, dull, lackluster skin. This 2-step treatment is formulated with oxygen spheres to deliver a more radiant, luminous complexion and a technologically advanced skin detoxifying system with a protective shield that neutralizes toxic effects to provide a more pure healthy and clarified complexion.Contains:Oxygenating Facial, 1.7ozDetoxifying Creme Concentrate, 1ozBenefits:Boosts cellular respiration and metabolism.Detoxifies skin cells.Revitalizes tired, dull or lackluster skin.

Alterna Caviar Experience Kit $30 A portable 4 piece set of Caviar Anti-Aging products that instantly transforms dull, damaged hair. Includes Overnight Hair Rescue, an intensive overnight treatment that repairs your hair while you sleep. Perfect for weekend getaways, the gym or as an introduction to the CAVIAR line.Kit Includes:Moisture Shampoo, 1.35 ozSulfate free shampoo provides hydration to moisture-starved hair.Moisture Conditioner, 1.35 ozNourishing conditioner that hydrates while protecting from damage.Overnight Hair Rescue, 1 ozIntensive overnight treatment that repairs hair while you sleep.Working Hair Spray, 1.50 ozProvides humidity resistance with a flexible hold. Sleek, silver cosmetic bag.No parabens, phthalates, mineral oil, paraffin, DEA, TEA, petrolatum or PABA.

Race Car Driving Experience Day $829 For the true racing enthusiast, this experience offers the opportunity to drive up to three legendary vehicles – the Porsche Boxster, the Corvette Z06 and an open-cockpit Formula Car!Porsche & Formula Car, or Corvette & Formula Car OptionsWhen you arrive at the track, you’ll first be fitted with a racing suit and helmet. Next, you’ll go through a one hour orientation with an experienced and capable instructor. All of your instructors have significant track time and the teaching skills and experience to help you quickly get up to speed in the world of Road Racing.Your instructor will take you through the racetrack’s nuances, the basics of road course racing and get you comfortable and ready to use your skills and the capabilities of the racecar to maximize your experience on the racetrack.After 45 minutes in the classroom setting, it’s on to the racetrack in one of our SUVs to experience the corners first-hand and see the amazing skills of our instructors in a street car. Your instructor will take you through each corner and you’ll see where you need to be and when at every spot on the racetrack.Next it’s time to drive a 15 minute track session with your choice of either a Porsche Boxster or the Corvette Z06.The Porsche has cat-like reflexes as it winds through the S-Turns, and the classic mid-engine placement provides drive and power into the turns.Many have called the Corvette Z-06 the pound for pound finest performance car in the world. The American muscle echoing through the exhaust as you bring the Corvette Z06 to its limit is something that you will always remember.After your first on track session with either the Porsche or the Corvette, your instructors will discuss your first run with you, and go over advanced racing techniques including trail braking and advanced cornering.Next it’s time to put it all to work with a 15 minute run in a race proven Formula Car. The Formula Car will certainly get your attention with its incredible cornering and the thrill of open wheel racing!Half Day with Porsche, Corvette & Formula OptionsIf you’re looking for enough track time to satisfy your need for speed, and enough instruction to provide a great understanding of the principles of road racing, this is the experience for you. You’ll enjoy three session of 15 minutes of track time, and will start by choosing the Boxster or Corvette for the first two sessions, then get behind the wheel of the Formula car to finish in style!

World’s Best Day Spa Experience $620 This package is for the person who has everything, or for the one you want to give everything. It combines favorite spa treatments from across the world and the finest products available to make this an experience of a lifetime.This is a big promise, but they really deliver. ALL of the senses are catered to, beginning with the amazing aromas of the custom-selected serums and oils. Color Therapy provides a deeply relaxing effect and will improve your sense of well-being.The experience begins with a body brushing treatment, an intense form of exfoliation and skin rejuvenation, followed by a full body massage.You’ll then indulge with all of the elements of the Ultimate Facial, which includes a second therapist to administer the Ultimate Foot Fantasy. A Photomodulation (LED) treatment is added to the facial. This no down-time treatment stimulates collagen production in the skin, smoothes fine lines and evens-out redness. The first and most dramatic change is a reduction in pore size.Finally, a full mineral make-up consultation and application will be provided ensuring you walk out of our door looking and feeling your best.

Experience Hendrix – Book One $14.95 “(Beginning Guitar Method). By Jimi Hendrix. For guitar. Hal Leonard Guitar Method. Psychedelic Rock, Hard Rock, Classic Rock and Learn To Play. Instructional book and examples CD. Guitar tablature, standard notation, instructional text, instructional photos, illustrations, chord names and guitar chord diagrams. 64 pages. Published by Hal Leonard”

Dream Theater Keyboard Experience $26.95 (Featuring Jordan Rudess). For Keyboard; Piano. This edition: Electronic Keyboard. Artist/Personality; Keyboard/Piano – Personality Book; Method/Instruction. Rock. Book. 212 pages. Published by Alfred Music Publishing

Choral Music Experience Anthology $12.95 (Intermediate Treble Book 2). By Various. Arranged by Doreen Rao. SSA. BH Secular Choral. 51 pages. Boosey & Hawkes #M060113239. Published by Boosey & Hawkes

Jimi Hendrix – Experience Hendrix $16.95 By Jimi Hendrix. Piano/Vocal/Guitar Artist Songbook. Softcover. 120 pages. Published by Hal Leonard

Songs of Innocence and of Experience $50 (Vocal Score). By William Bolcom. E.B. Marks. 306 pages. Published by Edward B. Marks Music

Keep The Customer Satisfied (Digital Sheet Music) $4.99 “By Simon And Garfunkel. For piano, voice, and guitar (chords only). Folk; Pop. 6 pages. Published by Hal Leonard – Digital Sheet Music”

Customer Recommended! Lash Nourishment/ Lash Essence $9.99 Color: Transparent Function: Extended Quantity: 1 Net Weight (kg): 0.01

When I Survey the Wondrous Cross $2.05 “By Hal H. Hopson. Arranged by Lloyd Larson. For SATB choir. Choral music. General, Lent, Communion, Sacred. Choral octavo. 8 pages. Published by Hope Publishing Company”

When I Survey the Wonderous Cross $1.6 “(For S.A.B. Chorous and Organ). By Lowell Mason (1792-1872). Arranged by Gilbert M. Martin. Mixed chorus. For Soprano, Alto, Bass, Organ. Westminster Choir College Library. Choral. Piano reduction/vocal score. Standard notation. 7 pages. Duration 4 minutes, 15 seconds. Published by Theodore Presser Company”

ANDIS Experience RAX Professional Adjustable Clipper (Model: 60090/ RAX) $69.95 ANDIS Experience RAX Professional Adjustable Clipper (Model: 60090/ RAX)

Decleor Experience De LAge Rich Cream 1.69oz $105 The unique triple action formula of Decleor Experience De L’Age Rich Cream unites Patch-Effect Technology with Peeling-Effect Action and protective properties to smooth away fine lines and wrinkles, redefine facial contours, leave skin with a radiant and even complexion while fighting against free radicals. The skin’s metabolism is reactivated to reveal new vitality and energy to the face. Contains more moisturizing properties for dry skin types.Decleor Experience De L’Age Rich Cream Benefits:The ultra comfortable cream texture erases the signs of age, by smoothing out fine lines and wrinkles.Resculpts the contours of the face and provides a more even and bright complexion for women 40+.

DermaNew Total Body Experience MicroDermabrasion System $80 Your Home… Your Spa. DermaNew’s Total Body Experience turns your home into a personal spa, allowing complete facial and body rejuvenation in the comfort and privacy of your own home.The Total Body Experience Includes:Accelerated Formula Microdermabrasion Creme, 5.3 ozPolishing Body Wash, 2.0 ozTotal Body Moisture Renewal, 0.9 ozDual Action Resurfacing ToolBody Foam ApplicatorFacial Foam ApplicatorCallous Softening Attachment2 AA batteriesThe ergonomically designed Dual Action Resurfacing Tool has several new benefits for improved performance. The upgraded Cylindrical Motor provides a more concentric, even resurfacing action and a two minute timer ensures a thorough exfoliation without over-exfoliating. It is water resistant,has rubberized side handles. The Body Foam Applicator is the perfect size forcovering the back, abdomen, arms, legs, hands, feet and delicate decollete.

Decleor Experience De LAge Light Cream 1.69oz $105 The unique triple action formula of Decleor Experience De L’Age Light Cream unites Patch-Effect Technology with Peeling-Effect Action and protective properties to smooth away fine lines and wrinkles, redefine facial contours, leave skin with a radiant and even complexion while fighting against free radicals. The skin’s metabolism is reactivated to reveal new vitality and energy to the face. Perfect for normal skin types.Benefits:The ultra comfortable cream texture erases the signs of age, by smoothing out fine lines and wrinkles.Resculpts the contours of the face and provides a more even and bright complexion for women 40+.

Jonas Brothers – The 3D Concert Experience $17.99 Piano/Vocal/Guitar Artist Songbook. Softcover. Published by Hal Leonard

Jimi Hendrix Experience – Smash Hits $16.95 (Drum Play-Along Volume 11). By Jimi Hendrix. Drum Play-Along. Play Along. Softcover with CD. 64 pages. Published by Hal Leonard

Colorescience Pro Experience Sunforgettable For Lips & Eyes Set $37 Are you overlooking two of your most important assets in your daily sun care routine? Experience Sunforgettable provides lips and the delicate area around the eyes with instant, long-lasting protection against harmful UVA & UVB rays. This Set Contains: Sunforgettable Lip Shine SPF 35 (0.12 oz./3.5 ml) – Give your lips a natural shimmer and shield from the environment. This dye free formula provides instant UVA & UVB protection.  Sunforgettable Eyescreen SPF 30 (0.05 oz./1.5 g) – Shield your eyes from the sun with this mineral diffusing powder with a barely-there feel. The non-irritating formula provides safe, instant UVA & UVB sun protection for the eye area.

Jimi Hendrix Experience Beach & Bath Towel $22.99 Jimi Hendrix Experience Beach & Bath Towel. Our collection of premium Rock n’ Roll Beach and bath towels with have you Rockin’ out pool side in classic style. Each towel features deluxe velor and terry cloth material that is warm, comfy and super thirsty so you will dry off in no time. The High Quality immersion ink print on the velor side of each towel features high contrast designs in True Vivid Color. Our rock n’ roll towels are fully licensed designs and are official band merchandise so they make great collectors items for fans who love memorabilia. This towel Measures a huge 5′ Long! Awesome for the beach, the pool, the spa, the gym or wrapping up around yourself after a shower!

Above All with When I Survey the Wondrous Cross $2.05 “By Lenny Leblanc & Paul Baloche; Lowell Mason & Isaac Watts. Arranged by Arnold B. Sherman. For SATB choir. Choral music, Handbell music. Classics, Contemporary, Sacred. Choral octavo. 8 pages. Published by Hope Publishing Company”

Africa. – Medford Taylor $99 Wary antelope survey the African savanna.

Decleor Experience De LAge Eye and Lip Cream .5oz $64 The unique triple action formula of Decleor Experience De L’Age Eye and Lip Cream unites Patch-Effect Technology with Peeling-Effect Action and protective properties to smooth away fine lines and wrinkles, redefine facial contours, leave skin with a radiant and even complexion while fighting against free radicals. The skin’s metabolism is reactivated to reveal new vitality and energy to the face.Decleor Experience De L’Age Eye and Lip Cream Benefits:Anti-aging product that acts on wrinkles, firmness and radiance to correct and diminish visible signs of aging.Brightens the skin around the eyes and lips while also providing daily action to fight wrinkles and fine lines.Eye and lip contours are resculptured and revitalized.

Experience De LAge Resurfacing Gel-Peeling $65.99 Women’s 50ml/1.69oz . Formulated with Iris Essential Oil to promote cell renewal mechanisms & invigorate skin Contains Peruvian ginseng for toning effects & reviving skin?s natural radiance Blended with a complex of AHAs & fruit acids to sleek skins micro-texture Enriched with minerals trace elements vitamins & sugars Loaded with Aloe Vera to maintain skins hydration Plus relieving Rose Concentrated Floral Water to provide a mild peel Remarkably minimizes appearance of wrinkles Skin appears energized & evenly-toned in a healthy glow

Easy Pieces (6) for the First Ensemble Playing Experience $15.16 By Bela Lajos. Flute Ensemble. For 4 flutes. Easy. Sheet Music. Published by Zimmermann

ANDIS Experience PMX / BTX-T Experience Clipper & Trimmer Combo (Model: 23080) $89.95 Professional Features:PMX Clipper-Professional pivot motor clipper with adjustable ceramic blade for improved performance-Clipper blade adjusts from a #000 (1/100\”) to a #1 (1/8\”) with touch of a lever!-Ceramic blades stay up to 75% cooler than conventional steel blades and stay sharper longer-Powerful motor cuts all hair types and cuts wet or dry hair-Contoured housing with soft grip for the ultimate in comfort while cutting BTX-T Trimmer-Cord / cordless unit-Equipped with a close-cutting T-blade-Perfect for shaping and trimming neck lines-Dual voltage charger for worldwide use-NiMH battery for superior usage with less memory effect Combo Includes:-Eight attachment combs for clipper (1/16\”, 1/8\”, 1/4\”, 3/8\”, 1/2\”, 3/4\”, 1\”), Six attachment combs for trimmer, an acrylic stand for trimmer while not in use, blade cleaning brush, lubricating blade oil, and a blade guard. Oil; cleaning brush; blade guard and operating instructions.

Colorescience Pro Experience Nude Limited Edition For Lips & Eyes Set $39 Experience Nude was inspired by women who want to feel confident in their own skin. These sheer, neutral colores enhance any naked lip or eye with a naturally gorgeous brilliance. Nude Lip Serum (3.2 ml/0.1 oz.) Formulated specifically for protecting and improving the look and feel of delicate skin of the lip area. Designed with ingredients such as Vitamin E to moisturize and Palmitoyl Oligopeptide to pump the look of lips. The nude shade leaves lips with a whisper of shine and sheer colore. Nude Loose Mineral Eyeshadow (1 g/0.3 oz.) Formulated with Iron Oxides makes this dye free, concentrated loose mineral eyeshadow is a beautiful everyday colore. The Nude shade is blendable, soft and designed to transform on your skin. Blend with natural tones or dramatic shades to make any look sophisticated.

Lift Experience Mask Patch: 5x Lift Cream Patch Effect + 5x Thermo-Modeling Lift Powder (Salon Product) $77.99 Women’s 10pcs . Lift Experience Mask Patch: 5x Lift Cream Patch Effect + 5x Thermo-Modeling Lift Powder (Salon Product)

LUXOR Pro One Size Fits All Deluxe Customer Gown in Black (Model: 6051B) $14.95 - Oversize sleeves for full protection- Lightweight, cool and comfortable- Rustica-Nylon taffeta material- Water resistant and washable – Adjustable tie closure.

When I Survey The Wondrous Cross (Digital Sheet Music) $4.99 By Isaac Watts. For piano. Hymn. 3 pages. Published by Hal Leonard – Digital Sheet Music

Phoenix Islands, Kiribati, Polynesia. – Paul Nicklen $99 A skiff crosses Kantons lagoon on a survey of Phoenix Islands.

Detoxygen Experience: Oxygenating Facial 1.7oz + Detoxifying Creme Concentrate 1oz $77.99 Women’s 50g+30g . A synergistic 2-step skin oxygenating & detoxifying system Formulated with hyaluronic acid to draw & seal in moisture Blended with detoxifying molecule to neutralize toxic effects Loaded with Oxygen Spheres to optimize oxygen transportation into skin cells Unveils a fresher revitalized & more radiant complexion To use: Step 1: After cleansing apply a thin layer of Oxygenating Facial to wet skin. Leave on 3 – 5 minutes. Rinse well with lukewarm water. Pat dry. Step 2: Apply Detoxifying Creme Concentrate all over face. Use 2 – 3 times a week

Decleor Experience de LAge Resurfacing Gel Peeling Wrinkle Lift Radiance 1.69oz $66 Experience de L’Age Resurfacing Gel Peeling Wrinkle Lift Radiance is the five minute solution to a powerful anti-aging treatment at home. This resurfacing gel-peel will reveal skin’s radiance without the abrasive particles of scrubs. This powerful anti-wrinkle peel targets all signs of aging and gives skin a “good as new” look. The gel-peel will even out skin texture by stimulating cell renewal mechanisms, smoothing wrinkles and fine lines, refining texture, and gently re-energizing the epidermis.Benefits:Leaves the skin looking more radiant and luminous.Exfoliates skin without causing irritations.Smoothes out fine lines and wrinkles.Does not contain mineral oil or artificial colorants.

The Jim Odrich Experience, with Orchestra: Pop Piano Played Easy $14.98 For piano. Instrumental Solo Part and CD. Published by Music Minus One

Come Let Us Adore Him – A Christmas Worship Experience $15.99 By Various. Songbooks and Folios. 88 pages. Brentwood-Benson Music Publishing #4575711627. Published by Brentwood-Benson Music Publishing

Sawtooth Mountains, Idaho. – Jim And Jamie Dutcher $99 Two gray wolves, Canis lupus, survey a wintry landscape.

Hume Plateau, Great Dividing Range, Eastern Australia. – Bill Hatcher $99 Roman Dial performs an ecological survey of mountain eucalyptus trees.

ASP.NET 2.0 Instant Results [With CDROM] $34.99 ASP.NET 2.0 Instant Results helps you quickly create dynamic Web pages with ASP.NET 2.0. The book is centered around a dozen ready-to-use projects with all the code for all the projects included on the books CD-ROM – that you can use immediately. ASP.NET 2.0 Instant Results dives into working code so you can learn it rapidly. The book and projects are written for intermediate-level programmers with some .NET experience. The projects and book provide a quick start reference so you can use ASP.NET 2.0 immediately. Each of the 12 project features step-by-step set-up instructions with a description of each project that enables you to understand and then modify it so you can reuse it in different situations. The 12 projects covered in the book with complete source-code on the CD are: Online diary and organizer File share Chat server Survey engine CMS Blog Photo album Customer support site WebShop Appointment booking system Greeting cards Bug base

America’s Best: Industry Week’s Guide to World-Class Manufacturing Plants $0.99 In 1990, IndustryWeek magazine established a prestigious new competition, the America’s Best Plants Award, designed to recognize and honor the top manufacturing operations in the nation. To date, sixty-two companies—from such well-known names as Hewlett-Packard, Sony Electronics, Steelcase, and Xerox to smaller companies such as Zytec, John Crane Belfab, and Lord Corporation—have earned the illustrious designation of being one of America’s Best Plants. Now these award-winning plants are profiled in America’s Best, a unique reference that takes an in-depth look at leading-edge manufacturing practices. Detailing the individual components of world-class manufacturing, while providing personal experience from the field, America’s Best offers practical guidelines that will help managers make strategic decisions regarding their own organizations. The book begins with the nine essential components of world-class manufacturing, their individual make-up, and how they interact with each other. These components—customer focus, quality, agility, employee involvement, strong supplier relations, technology, new product development, green manufacturing, community involvement—come together to create the basis of manufacturing excellence and will serve as a road map for improving your organization, your products, and your people. Profiles of each of the 62 Best Plant winners celebrate individual excellence in the field. Highlighting these profiles are on-site visit reports by IndustryWeek editors; detailed coverage of the many unique programs, tools, and techniques currently in use at each plant; and a listing of contact information for individual plants. Also included is a complete set of the winners’ statistical measurements for use in benchmarking your own organization, as well as an assessment survey to help you determine how your plant measures up against the best. Filled with helpful data, advice, "lessons," and

Cabeau Travel Evolution Pillow – Grey $34.95 What is the Feng Shui of Travel? This is how a surveyed travelers described the Evolution Pillow. Cabeau has set out to transform coach class travelling into a luxurious and restful experience and proudly presents the Evolution Pillow. It only takes one time using it to understand why people are calling this the best travel pillow in the world. This pillow was created to provide 360-degree support and comfort and is made with world class High IQ Dynamic Density Memory Foam (anyone who has ever paid $2,000-$8,000 for a bed mattress can certainly understand the difference between the quality memory foam used in the Evolution Pillow versus the cheap polyfill material used in other pillows). A research team interviewed over 1,500 travelers at airports throughout the world and more than 80% of those surveyed said the reason they owned a travel pillow was because it was better than nothing. The Evolution Pillow was developed as an answer for the 90% of people who don’t purchase travel pillows because they don?t work. In a separate survey, when comparing the Top 5 most popular pillow designs on the market, every traveler surveyed voted the Evolution Pillow as the most comfortable travel pillow. Thanks to customer feedback, Cabeau has also discovered an exciting application for the Evolution Pillow. The product that kept them sleeping during their flights and car rides was also used as the most comfortable tanning pillow ever! The pillow forms a perfect cup for your forehead and cheeks (much like a massage table face rest) and helps any sunbather avoid the sun’s glare while lounging by the water in complete comfort. All of us want to travel in comfort and it is becoming increasingly difficult to do so with the limitations on carry-ons and space in planes and other modes of transportation. The Evolution Pillow uses the same patented ergonomic design as Cabeau’s hugely successful 2010 model (the Complete Support Travel Pillow) and incorporates 7 un…

Exploring the Perceptions of Healthcare Quality Among Lebanese Stakeholders. $55.58 Used – This study used two surveys to explore the gap in service quality between recently established hospital accreditation standards and the perceptions of healthcare providers as well as customer groups of a premier nonprofit teaching hospital in Beirut, Lebanon. The SERVQUAL survey has been proven to highlight the dissimilarities between partialities of consumers and their tangible experience, thereby identifying areas needing improvement (Pakdil & Harwood, 2005). The Kanji Business Excellen

Exploring the Perceptions of Healthcare Quality Among Lebanese Stakeholders. $55.58 New – This study used two surveys to explore the gap in service quality between recently established hospital accreditation standards and the perceptions of healthcare providers as well as customer groups of a premier nonprofit teaching hospital in Beirut, Lebanon. The SERVQUAL survey has been proven to highlight the dissimilarities between partialities of consumers and their tangible experience, thereby identifying areas needing improvement (Pakdil & Harwood, 2005). The Kanji Business Excellenc

High Integrity Die Casting Processes $120.54 “It’s about time that a practicing engineer with casting and academic experience has written a book that provides answers to questions about squeeze casting and semi-solid molding/forming that many engineers and students of casting need answered.”-Joseph C. Benedyk, PhD Consultant and retired technical director, AlcoaHigh Integrity Die Casting Processes provides a comprehensive look at the concepts behind advanced die casting technologies, including vacuum die casting, squeeze casting, and several variants of semi-solid metalworking. Practical applications for these processes are illustrated in numerous case studies.This single-source reference tool presents the latest material in five sections:* Basic concepts of die casting and molten metal flow* High integrity die casting processes with case studies* Product design considerations* Controlling quality and avoiding defects* Future advances under developmentKey coverage includes a survey of liquid metal flow, strategies to overcome the limitations of conventional die casting, and potential defects unique to high integrity die casting processes. Also featured are methods for minimizing porosity, reducing cost by design, practical applied statistical process control techniques, designing for manufacturability, and containment methods for potential processing defects. Several chapters present detailed real-world examples illustrating the broad range of applications possible using high integrity die casting processes.Included with this book is a CD-ROM containing PowerPoint(r) presentations for each chapter. These presentations can be used for training purposes in conjunction with numerous study questions designed to practically apply the content of the book to real-world situations. Selected PowerPoint(r) slides can be used to support engineering proposals, marketing presentations, or customer education seminars.High Integrity Die Casting Processes is a valuable reference

Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System $1.99 Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer’s needs with their organization’s processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five-stage process that establishes crucial connections between a company’s marketing, sales, product development, and customer service departments in order to deliver both top-quality products and a high-level customer experience.The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal customer surveys, and process and interpret the survey data. Then they show readers how to use that data to build a cohesive plan for quality improvement and ongoing customer management.By helping mid-level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how necessary to keep them happy.

Leading After a Layoff: Reignite Your Team’s Productivity…Quickly $19.95 Help your team survive the damaging effects of a layoffLearn how to keep the company running and profitable—and your team motivated and happyBeing laid off from a job can be devastating. The experience can be just as brutal for the manager of a surviving team. You need to lead your team to higher productivity just as low morale, survivor guilt, and confusion are at their peak.You need a twelve-week program that brings your team back to life and makes them less vulnerable to layoffs!With Ray Salemi’s twelve-week recovery plan, you’ll learn the secrets of bringing employees back from the organizational-and emotional-turmoil of downsizing. Rebuild Trust: Create a bond of loyalty with your team members that can’t be affected by layoffs. Survey the Damage: Assess the needs of the department and company. Lead So Others Will Follow: Help your team take ownership of its recovery and place in the organization. Foster Emotional Recovery: Help your team members heal themselves with simple techniques. Let Salemi mentor and guide you through the step-by-step development plan that takes groups in complete disarray and rebuilds them into highly functioning teams.Ray Salemi has more than 14 years of experience as a manager leading teams in engineering, customer service, and sales. Mr. Salemi has testified in front of the U.S. House of Representatives in Washington, D.C., on the effects of mergers and acquisitions on employees. A resident of Boston, MA, his writing has appeared in BusinessWeek and Fast Company.

Leading After a Layoff: Reignite Your Team’s Productivity…Quickly $19.95 Help your team survive the damaging effects of a layoffLearn how to keep the company running and profitable—and your team motivated and happyBeing laid off from a job can be devastating. The experience can be just as brutal for the manager of a surviving team. You need to lead your team to higher productivity just as low morale, survivor guilt, and confusion are at their peak.You need a twelve-week program that brings your team back to life and makes them less vulnerable to layoffs!With Ray Salemi’s twelve-week recovery plan, you’ll learn the secrets of bringing employees back from the organizational-and emotional-turmoil of downsizing. Rebuild Trust: Create a bond of loyalty with your team members that can’t be affected by layoffs. Survey the Damage: Assess the needs of the department and company.Lead So Others Will Follow: Help your team take ownership of its recovery and place in the organization.Foster Emotional Recovery: Help your team members heal themselves with simple techniques. Let Salemi mentor and guide you through the step-by-step development plan that takes groups in complete disarray and rebuilds them into highly functioning teams.Ray Salemi has more than 14 years of experience as a manager leading teams in engineering, customer service, and sales. Mr. Salemi has testified in front of the U.S. House of Representatives in Washington, D.C., on the effects of mergers and acquisitions on employees. A resident of Boston, MA, his writing has appeared in BusinessWeek and Fast Company.

Team Depot $50 Shop the “Aisles” of this book for all the team-building tools you’ll ever need! In Team Depot, author, consultant, and team-building expert, Glenn Parker, provides you with everything you need to revive and rehabilitate your team. Team leaders of all types, from educators to youth group leaders to board members to corporate trainers will put the contents of this book to good use. With chapters formatted as “aisles” you can pick and choose the tools that you have on shopping list now and pick up a few more later. Aisles include tools for: Revisiting your team’s goals Redefining team members’ roles Reestablishing ground rules Rejuvenating team meetings Rebuilding a climate of trust Regaining team member commitment Reassesing team performance Rewarding team success And much more! And, to ensure that you enjoy your shopping experience, the books begins with a stop at the “customer service counter,” where you will find the “Lost in Team Depot” directional assessment. This 100-item survey covers all twenty aisles in the warehouse and, once scored, the results will help guide you the aisles that contain solutions designed to get your team back on track. Happy shopping!

The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! $27.95 The Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization.For three consecutive years, Baptist Health Care has been ranked as one of Fortune magazine’s 100 Best Companies to Work for in America. All five of Baptist Health Care’s hospitals have spent multiple years in the top one percent in patient satisfaction based on survey results from the largest hospital patient database in the world. In 2004, President George W. Bush awarded the company the coveted Malcolm Baldrige National Quality Award. But Baptist Health Care was not always a success story.In 1995, Al Stubblefield and his management team had to face some harsh realities: patient satisfaction rating had reached an all-time low; recent corporate reengineering efforts had damaged employee morale; and five years of merger discussions with three different organizations further devastated morale. Al’s suspicions were confirmed when an attitude survey conducted among his employees made it abundantly clear: they were not pleased with the Baptist Health Care experience. In addition to the internal conflicts, their flagship hospital was competing against two other facilities owned by national health care conglomerates with bigger budgets and deeper pockets. Outspending them was simply not possible.This is the story about how one company beat the odds and rebounded to become a leader in its field and a pioneer in management. By creating a cultural transformation within their Baptist Health Care organization, employees became engaged and inspired to perform at the highest levels. Their positive outlook translated into a level of service and operational excellence that has become the national benchmark. Through their story, you too will learn how to transform your organization into a WOW! culture

The Customer Management Scorecard: Managing CRM for Profit $65 Given the big budgets that are attached to customer management (CM) initiatives, it’s not surprising that companies are keen to see a good level of return on investment. But many companies, especially large ones, are finding that they are not adding value through their CM programs. Conversely, those companies that have focused on improving their CM are seeing significant benefits, as this book clearly shows. The Customer Management Scorecard is based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Over 300 global assessments of blue chip companies in 22 countries, across all sectors, were conducted using QCi’s Customer Management Assessment Tool (CMAT) diagnostic process. CMAT is recognized as the world’s leading customer relationship management (CRM) best practice benchmark. With contributions from 25 international experts, in-depth cases and drawing on the leading edge research findings, this book is the most comprehensive source of data ever published on CM global practice. The authors first present a detailed analysis of how the survey was conducted and its findings. They then go on to provide essentially practical insights and advice that will help any company to: * Re-examine their current approach to CM; * Learn from the world’s best performing companies; * Make use of data about customer experience for CM; * Understand multi-channel CM; * Ensure both staff and customer loyalty; * Measure the return on investment; * Ensure that their CM program is profitable; * Build an integrated IT capability for CM; * Implement an integrated CRM strategy; * Focus on future challenges andprepare for them. For any company determined to see real economic value from CM, while at the same time delivering a superior service experience to its customers, The Customer Management Scorecard should be on the desk of every senior manager in the organization.

When Customers Talk… Turn What They Tell You Into Sales $67.77 New – Survey of more than 100,000 consumers reveals how they want to be treated, and the way they want to buy. What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to mak