Companies are now in the business of selling us back our time - not asking for more of it.
- One single customer usually belongs to many different communities. This customer will tell people about their experience.. at the coffee shop, at the hockey rink, or on twitter or facebook, or Instagram. It could be 1 person, or it could be thousands of people.
- The customer is not always right, but they are still the customer.
- Hire people who can show genuine empathy. Empower employees to be themselves.
- Don't be afraid to say sorry. Someone once told me the first rule of PR & mktg (this was 2010) is to never say sorry or admit fault. Take a risk and do the right thing - your personal brand is important to.
- We live in a time where customers are very impressionable. Their experiences with brands are scaled through social and the overall hyper connected world we live in today.
My final thought is that there should be more of an effort put towards training and hiring front-line customer service (customer experience) reps to truly show compassion and listen to their customers. For this to happen more organizations need to prioritize CS higher on the list of their core values and execute like real humans. I admire Zappos for their CS model.