Most consumers don’t realize how unique – and how brave – that kind of corporate behaviour is. Imagine proposing this policy to the executives of most retailers. There’s a good chance you’d be laughed out of the boardroom. Most are so terrified of the worse-possible-scenario of having opportunistic customers coming out in droves that they wouldn’t even consider the benefits.
The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.
What should you do if you’re a customer? Should you just cross your fingers and hope for the best? Sure, you make a point to do business with companies you know will treat you well, but what about all of the other places you spend your money?
There’s a new viral video out – a must watch! American comedian Jack Vale takes a hidden camera into stores and shows really bad customer service
The one place you absolutely don’t want to be is in the bottom position of customer experience. Anecdotally, we’ve all heard people share stories of “the place I will never go back to.” There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer’s mind.