The little things do matter

Imagine sitting captive on a plane for 5 hours knowing your cell phone battery is low. That means you will need to recharge as soon as you arrive. But you can’t spend the time to sit in the airport waiting for it to charge (once you finally find a power outlet). What...

Just like mom said: Keep your promises

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it – it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises,...

Let’s NOT meet in the middle on Twittah!

If you were to describe the interaction between companies and customers on social media such as Facebook, the relationship status would read “It’s Complicated.” In fact, customers and companies often use social media for entirely different purposes. And the two meet...

Rebuilding customer trust

You’ve heard the saying that how you recover from a mistake shows your character. This is very true when it comes to mistakes that your business that impact your customers. How you recover in this case means making good on promises, clear communication and earnest...