When Brands Apologize, Customers Often Listen and Forgive
Happy customers are loyal customers. But what happens when “surprise and delight” is actually “surprise and incite”?
Social media has raised the stakes for brands. Customers, most often angry ones, have a forum to air their grievances. I see it constantly on Twitter, and have admittedly participated myself, when air travel goes terribly wrong or quality falls short of expectations.
The good news is that it’s recoverable.
Brands that react swiftly, thoughtfully, and transparently are the ones who win.
WORK SMARTER - LEARN, GROW AND BE INSPIRED.
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