Remove 2009 Remove Connections Remove Consumers Remove Policies
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Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave. I genuinely hope this does not happen.

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How to Update Your Marketing with a Customer First Strategy

C3Centricity

Think about the much-publicised Tropicana disaster back in 2009, or the Gap logo change. Or more recently the Coke holiday edition white can that consumers confused with the diet version, and were understandably disappointed when they realised they had bought the wrong variant. United have discovered this many times.

Strategy 120
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Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them

Comm100

Don’t risk it,” said the company’s chairman, James Burke to consumers. Johnson & Johnson announced that they would no longer be selling any products that would be made directly available to the consumer in capsule form. consumer giant. database received an email, connecting them to their own personal apology video.

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Take lessons from the leaders in customer service

Service Untitled

The organization started in 1998, and by 2009 Amazon paid one-billion dollars for an online shoe store which amazingly continues to entertain and delight while increasing its visibility, excelling in connecting with customers, and selling more online merchandise than most other stores.

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Avoiding a right Royal Fail at the Royal Mail

Helen Dewdney

There seems little cohesion of national policy and procedure implementation and one manager at one office can decide to do something very different (and, often, controversial) to a counterpart elsewhere, creating disparity and resentment amongst staff. The cost of stamps has risen year on year. rise on previous year. rise on previous year.

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7 CX and Brand Perception Lessons For Supermarket Chains in the Time of COVID-19

Maru Group

ShopRite recently announced that it will also be providing a $2 increase to hourly rates and an enhanced sick leave and attendance policy. At a time when social distancing has become the norm, personal connection and humor go a long way in alleviating tension. Providing alternate means to accessing groceries beyond in-store shopping.

Brands 52
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6 Lessons on Customer Service from the Four Comma Club

transcosmos Information Systems

For instance, the first iMac design included a carrying handle not mainly for convenience but because Apple believed that being able to carry it everywhere would better connect its user to the device. As a result, people—especially consumers—saw and experienced how their products and services improved their lives.