Tag: complaints

Beat the Wave of Dissatisfaction – Get Proactive!
Now that lockdown restrictions have been eased significantly, shoppers are nervously returning. It’s a brave new world out there and it’s more than just nerve-wracking going back out, visiting retailers, pubs and beauticians – it’s confusing, it’s less fun and an...

CXM Book Shelf: The Apology Impulse by Cary Cooper & Sean O’Meara
Outrage culture has left businesses unable to sincerely say sorry. Instead they apologise routinely for trivial transgressions, issuing ‘fauxpologies’, ‘nonpologies’ and baffling their customers with incomprehensible jargon in a way that undermines their reputation, damages their credibility and impacts on...