Customer Experience News & Trends

The art of apologizing to angry customers

Let’s face it, bad stuff happens to good companies. Online and off. Stuff that makes your best customers think twice about buying from your company. Stuff that makes you groan with embarrassment, squirm with discomfort and rue the day … But how you recover can do more for your reputation than all the ads in […] [MORE]

How to ruin a reputation in four days on YouTube

If you haven’t seen this attack video yet, you will soon. In fact, you may want to show it to your service reps as a warning of what can go wrong if you don’t treat customers with respect.