Musings and interesting items from the world.
Posted on Monday, 8 September
"React, Respond, Recover (+1): You make a mistake that irritates the customer. You react, respond and recover from the mistake. But the customer is just the beginning - to talk about you to other people. They will say something good, nothing, or something bad.
How much is a positive story worth? How much is a saved customer worth?
This is where +1 enters the picture. To ensure a positive story and a saved customer, all you have to do is add “+” to the end of the transaction. Something extra that the customer certainly was not expecting. Something that will bring out a smile. Something that will add some “good” to the situation, and make a pleasant surprise the last memory the customer has.”
Posted on Wednesday, 4 June