Volkswagen Just Schooled Boeing on Customer Loyalty

 

Wow! On Monday, my article on Boeing’s lack of transparency and failure to take ownership came out in Fast Company. Yesterday, Volkswagen dramatically punctuates how brands that own their mistakes win back customer loyalty. 

This may be the most brilliant car ad in the last couple of decades. Take a look!

Volkswagen Just Schooled Boeing on Customer Loyalty
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Customer Service beats perfection
Customer Loyalty
Shaun Belding

Customer Service Trumps Perfection

 

Customer expectations have reached a point where it is often impossible to meet them, even with the best of intentions. The net result of that, is a dramatic increase in perceived service failures, with a corresponding decrease in customer loyalty. The only weapon a company has in their arsenal that can prevent unmet customer expectations from turning into customer defections is customer service.

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A Customer Service Shoutout To Vacations-To-Go

 

The agent I spoke with, Brione, was articulate and an outstanding listener. Her telephone skills – all the little things that we teach in our training programs – were flawless and executed naturally. (Right down to the “Wow, that’s a really good question” whenever I’d ask a stupid question.)

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