Customer-led consultant. Part-time writer. Professional commuter
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.
Want to give your customers a better experience? Maybe take a leaf out of Amazon’s book and stop treating them like criminals.
Giving customers money when they complain will make them go away, but might also mean they don’t come back…
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…
