when-mistakes-happen-make-it-right-and-repair-the-emotional-connection 
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong.
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 14, 2023
However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Loyal customers buy from you on purpose because they have an emotional relationship with you. They do; that’s not the problem.
Beyond Philosophy
NOVEMBER 14, 2020
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared.
Customer Bliss
AUGUST 11, 2016
Personally, I mostly tend to respect MBAs when they enter a business. Getting these actions right is the cornerstone of building sustainable corporate growth. When silos don’t connect? Here’s the issue, however: MBAs are still taught via older business models, for the most part. But more can be done.
ChurnZero
JULY 12, 2019
When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. This is a guest blog post by Andy Mura, the Head of Marketing at Userlane.
Grade.us
AUGUST 29, 2017
Do everything right, treat your customers well and you may still receive a negative review. First impressions hurt (or help) your business Make a good first impression and you’re able to attract a significant amount of goodwill from customers, even when you make a mistake. But why does this happen?
Expert insights. Personalized for you.
152 
Let's personalize your content