Comments on: Screwing Up The Brand Experience

By: billige gartenmöbel

billige gartenmöbel — Tue, 27 Jul 2010 18:20:46 +0000

It’s not new: When a complaint has been resolved well – it is the best thing to archieve customer intimacy and the customer is likely to come back. So it is a good opportunity.

By: Jocelyn Hutt

Jocelyn Hutt — Thu, 08 Jul 2010 23:27:53 +0000

Hey: if the definition of a brand is what others say about it…I am now afraid of what my experience will be when I arrive at the Omni tomorrow (mother of Sasha and Stefan.) As someone who travels a lot for business — i can say that I’ve had both wonderful experiences with hotels, and horrible experiences. And sometimes it’s the ‘lesser’ brands that provide the tiniest extra that elevates their brand in my eyes (warm choc. chip cookies at a Holiday Inn Express…c’mon!)

By: Thomas Trumble

Thomas Trumble — Thu, 08 Jul 2010 17:32:25 +0000

Exactly, we are all human and make mistakes. Resolving them well is critical, resolving them in an exceptional way can turn a screw up into a story that we’ll tell friends and earn you customers. Screw up the resolution and we’ll tell friends to stay away.

By: Mike McNulty

Mike McNulty — Thu, 08 Jul 2010 16:32:43 +0000

Consumers are more likely to come back when a mistake is properly resolved rather than when things go smoothly. We just got back from a week in Las Vegas where housekeeping fumbled an otherwise perfect stay, but that’s what we’ll remember.