Following these five simple steps will help you handle any complaint a customer can throw at you.
A company that shares my passion and cares about their customers? I’ll cheers to that.
You just let down a customer. Now’s the perfect opportunity to create a brand advocate.
Personalization is great, as long as you are personalizing to the right person.
It’s time for companies to create winning situations for customers with decision support systems.
Recently, I found out that thinking an airline lost your bags is nearly as bad as actually losing them.
Believe it or not, a terrible experience can still be turned into a positive emotional connection with a customer.
As a customer, how many chances would you give a company that just keeps making mistakes?
Imagine how flabbergasted you’d feel if an associate you work with regularly asked you for your name again. Yet, companies do it to their customers all the time.