We’ve all heard it said “The Customer is Always Right.” Right? No, wrong, as it happens, very wrong! If you believe that delivering great customer service is all about giving the customer what they want, then you’re in for a nasty shock. Despite the fact that the phrase is quoted everywhere (just take another look … [Read more…]
Love it or hate it, Twitter has become the new “word of mouth” and has given customers a whole new level of power. Simply by posting a comment on Twitter, customer opinion can now reach thousands (if not hundreds of thousands) of people in the space of minutes. Unfortunately, if that comment is negative, the more … [Read more…]