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Tag: Complaints

Posted on May 20, 2020May 15, 2020

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.

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Posted on June 14, 2017September 14, 2020

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.

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Posted on February 7, 2017February 18, 2018

(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…

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Posted on February 25, 2016February 18, 2018

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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