We all know how damaging a bad customer experience can be, but in today’s social landscape not only can it be damaging it can be damaging to millions of people.
In fact, today your customers can be rewarded for bad experiences with your company.
Take this United Breaks Guitars video for example:
http://www.youtube.com/watch?v=5YGc4zOqozo
With over 6 million views these guys have certainly learned how to leverage a bad experience.
Take away: Empower your employees to fix what they break!
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