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The Consequences of Carelessness

Once destroyed, customer trust may never recover

Kristine Bammert
Thu, 10/12/2017 - 12:03
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On July 5, 2017, I was on a canal boat in Amsterdam cruising to a dinner meeting when I received a call saying, “We need immediate access to your condo; water is rushing into the street from beneath your front door.” And my heart stopped beating for a moment.

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 …

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Comments

Submitted by Jeff Dewar on Thu, 10/12/2017 - 09:26

A totally careless company

I don't understand how Company X thinks they are building a positive customer experience when at every turn they essentially sabotage it. Perhaps they don't realize that study after study shows that a dissatisfied customer will tell roughly 10 times more people about their lousy experience, than a happy customer will tell others about their excellent one.
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