Given the current news cycle with United Airlines, it seems apropos to revisit the topic of customer relationships and crisis management. Our companies are unlikely to be as large or newsworthy as United Airlines, but any and all companies are at risk for customer-facing events that can quickly snowball into public relations disasters if not Keep Reading...
[fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Image courtesy of David Villarreal Fernández As a business grows and its number of transactions and products increases, the likelihood of a crisis also increases. It's simply math. We've talked Keep Reading...
“Customers don't expect you to be perfect. They do expect you to fix things when they go wrong.” - Donald Porter, V.P., British Airways We’ve spoken frequently on the importance of taking ownership of missteps and apologizing properly to repair (and even strengthen) the relationships with customers; and it just so happens that a Keep Reading...
