Posts

Showing posts with the label consumer service recovery leads to more business

Consumer Recovery

Image
Over the years based on experience in working in some serious service oriented firms ,has made one thing clear that one of the ways ( other than marketing , engagement , loyalty etc ) to build up a coterie of consumers who become your brand ambassadors , is to make a consumer service recovery . One doesn't realise that during the worst service crisis and in all the attempts to resolve the issue , we actually end up getting closer to each other we mean the brand and the consumer , and its always noticed that the toughest of the situation and effort to delight the consumer is always a sure shot win , for instance a ticketing mistake on an airways leading to a irate consumer , and after some heated arguments if one were to sort the issue and say if available update the consumer to the business class , wud be a sure shot way of winning the consumer for some time if not for life ! The next time you have a tough customer recovery case which gets sorted out , check it out it cud be a beg