Myra Golden

AUGUST 31, 2016

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. We appreciate customers who let us know when things aren’t right. Click image to enlarge.

Airlines 60

Airlines Customer Confidence Customers Customer Satisfaction 60

Myra Golden

AUGUST 31, 2016

Then, I custom create response letters that reflect the brand’s voice. The 5 steps ensure that the complaint response letter restores customer confidence and regains goodwill. Here are my 5 steps with great examples from great companies that know how to regain customer goodwill after the worst has happened.

Airlines 56

Airlines Customer Confidence Customer Satisfaction Brands 56

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177