Strategies for communicating with consumers in a fragmented world
It might seem counter-intuitive to some, but when you’ve screwed something up is the best time to build customer loyalty. Your angry customer could end up being your best. It’s all in how you handle it.
The Ritz-Carlton has understood this for a long time. They know that any nice hotel room is pretty much the [...]
A couple of experiences over the last couple of days have reminded me of the need to have every touchpoint reflect your brand. In particular that includes your receptionist. In many cases this person is the first impression a potential customer will have with actual people at your business.
At the newspaper, our receptionist was not [...]