A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday, during a phone interview, I was asked, “Why do you think company representatives choose to ignore feedback from customers – whether through Twitter, Facebook, or
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers at the University of Nottingham’s School of Economics in the United Kingdom that found apologies can be more valued by customers than compensation. In the
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that morning, he discovered the iron in his room was not working properly. He called downstairs to request a replacement iron and was told one would
In relationships that you have with important people in your life, if you routinely ignore complaints and devalue feedback, most therapists would label your behavior as dysfunctional—abnormal or impaired functioning. And they would prescribe interventions intended to influence behavior positively and reinforce healthy relationships. If this type of neglectful behavior
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if you’ve labeled them that way.” I prefer the adjective “discriminating” in place of “difficult.” Consider the definitions of each: Discriminating: discerning; noting differences or distinctions;
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