Companies make massive investments to build brand awareness and brand loyalty. Yet one bad employee that treats your customer with indifference can wipe that investment away and damage your brand in that customer’s eyes forever. Sometimes the damage is so bad that it is not possible to recover.
In this excerpt from my keynote, Delivering a Legendary Customer Experience, I tell an audience of brand managers my story of a bad experience with a rental car company.
What is your worst customer experience ever?
Delivering a Legendary Customer Experience
Learn how to grow and retain your customers in my book, People Love You. Far too many of today’s books on customer service deal with the mechanics and process of servicing customers, without teaching account managers the critical interpersonal skills they need in order to create real customer loyalty and competitive differentiation.
In a hypercompetitive global marketplace, protecting your customer base must be your number-one priority. In order to succeed, businesses need to win over customers at every level and earn their trust.