– Written by Elizabeth Farquhar for the Center for Services Leadership Communications play a critical role in maintaining brand trust every day. Brands do this with customers much in the same way humans do with each other – through honesty, transparency, empathy, and by matching behavior to those values. During a crisis, trust is more …
According to the 2017 US National Customer Rage Survey, conducted in partnership with the Center for Services Leadership and Customer Care Measurement and Consulting, only 21% of complainants were completely satisfied with how their complaints were handled. 51% felt they recieved nothing at all in response to their complaint. This begs the question, how can …
It is commonly understood that service recovery efforts must follow in the wake of a service failure. But what if those recovery efforts are unsuccessful, creating what is called a “double deviation” from customer expectations? A research article published in the Journal of Service Research by Kenny Basso and Christiane Pizzutti provides insights on how …
By Seigyoung Auh, Omar Merlo, and Andreas Eisingerich In 2012, the global fast food chain McDonald’s launched a website in Canada called “Our Food. Your Questions”. The digital platform allowed consumers to ask the company absolutely anything about its food. As the website increased in popularity and customers asked some very tough questions, the company and …
