October 2, 2009
“If you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
-Jeff Bezos, Founder of Amazon.com
The days of ducking down and hoping nobody will notice when things go awry are over. These days, if customers get a bad
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August 20, 2009
You might call it a brand promise. You might call it your Customer Service Standards. Some companies call it a brand message or promise. I call it your Customer Experience Promise. What you call it is not as important as what you do with it. Use it to tell your story. It tells people why [...]
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