When things are going well, it’s easy to be nice. It’s only when the going gets rough that you find out what a person, or a company, is made of. Customers who experience service problems that are dealt with appropriately by the company score far higher on loyalty measurements than customers who have never had a problem at all. I guess nobody told American Airlines.
Lately these little beasties have been cropping up on everything from T-shirts to magazine ads.
Twenty years ago, the Internet was hailed as a great tool for “disintermediating” the public from its news. Today, we fear that might be true.
How much power should an oil company spend to tell us they are saving power?
People don’t have time to go to your website anymore. You need to reach them where they already are.
