Anyone who works in customer experience will tell you that, without the Chief Executive’s understanding and endorsement of how vital CX is, any programme will be a lot harder to get off the ground. That’s assuming it ever flaps its way off the runway in the first place. We’re working on a customer experience programme …
Recently we talked about how important emotion is in handling complaints. As an example, we used HP Sauce’s replies to customers after a recent change to their recipe. Since then we’ve had some Twitter DMs and tweets asking what we would have done. In fact, we’d only start looking at a customer reply when we’d …
Bottling it up – playing straight with customer complaints Read More »
