John Crossman

BrainTrust Query: An Inconvenient Truth About Bad Customer Service

July 10, 2010

FROM RETAILWIRE:
Bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction. Surprisingly, very few companies turn these negative situations around and improve their customer service position. Is it possible for retailers to create the impression of caring for customers through specific actions?      [more...]

The key is to make it local. When a large issue can be seen and felt locally and a retailer steps in, the customers will recognize it. Leaders are relevant when a crisis comes. The best retailers are relevant when a crisis hits their community.