NPS Blog

Giving a little, but getting a lot in return

In my latest blog post on LinkedIn, I look at two stories of customer service—one that made me shake my head in dismay and one that brought a smile to my face.

In the first story, a company creates a customer-unfriendly policy in the hopes of saving a few bucks. In the second story, hotel leaders reveal how, in some cases, they get more when they give to their customers.

In this world of online ratings, word travels fast. No amount of advertising can overcome customers’ stories of poor service. In contrast, who knows how far a happy customer’s account of a truly wonderful experience can travel?

Read the post here: How Nickel-and-Diming Your Customers Can Cost You

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