Sorry Seems to be The Hardest Word
The one where I get put back in my box
Tag: Complaints
Own it, Explain it, Solve it: What Swiss Rail teaches us about exceptional problem resolution
A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.
Design for the 99(%)
Want to give your customers a better experience? Maybe take a leaf out of Amazon’s book and stop treating them like criminals.
(It’s not) All About the Money
Giving customers money when they complain will make them go away, but might also mean they don’t come back…
It’s Not Me, It’s You
If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…
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