by Annette Franz | Dec 24, 2013 | apology, communication, customer effort, customer experience, customer service, service recovery
Are you one of the 40 million people affected by the recent Target data hack? If so, then you know exactly what I mean when I say that Target failed with its post-incidence communication. On December 19, the world found out through the media that hackers had...
by Annette Franz | Mar 22, 2013 | customer retention, feedback, service recovery
Customer Feedback Analysis and a Service Recovery Program: Crucial Elements in Preventing Customer Defection Today’s post is republished, with the author’s permission, from the original post on Etuma. No matter how great a product your company provides and...
