customer commitments Archives - Shep Hyken | Customer Service Expert

Brand Promise

This will seem like a rant… because it is. I don’t like complaining about specific companies, so I’ll keep that private. What I do like, however, is sharing lessons we can learn from their mistakes not living up to their brand promise and sometimes customer-abusive decisions. It’s customary for the airlines to expect their customers, also known as their passengers, to be at the gate, ready to board on time. Some airlines even ask you to be on board ten minutes before departure time as they want to close their doors to ensure an on-time takeoff. So far, I’m totally cool with this request. (more…)

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