Customer service Engagement Marketing

A Guide to Losing Customers for All Seasons

As part of the holiday season, you hear plenty of customer service horror stories – as well as some positive retail experiences. However, the bad experience I mentioned in my last post occurred before the shopping rush.

As did Olivier Blanchard’s experiences, which he wrote about in his great post: How to Lose Customers in Ten Simple Steps. Of particular note in his formula for alienating customers is this step: “Treat your employees badly.”

Many consumers have zero tolerance for managers who demean employees in front of them. The situation is not only embarrassing for those involved but can have negative repercussions on both employee and customer satisfaction & retention.

Good help is not only hard to find, it’s hard to keep!

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