Customer Experience News & Trends

No matter how badly you screw up, don’t let your CEO apologize on YouTube

Don’t fear losing customers over a well-publicized mistake. Fear losing customers because your CEO wants to make an online video apology.

Rebranding: What were they thinking?

Recently, there’s been a small wave of companies rebranding themselves by using their acronyms. Here’s a look at the good, the bad, and the stupid in rebranding.