Escalate – Marketing to the unreachable

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 [...]

Posted on March 4th, 2009 under Participation, Strategy. Tags: Charlie Trotter, customer service, loyalty, Nordstrom, Ritz Carlton. Comments: None