Emotion

customer relationship management

Managing a B2C Breakup and 3 Ways to Win Them Back

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put …

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Ripples in a pond

Stories of the Emotional Turmoil of Customer Service

Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very personally. We are human beings with thoughts, hopes and expectations around how we are treated in our lives, so it makes sense. …

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WannaWafel Victoria BC

QUALITY CHECK: Icing Sugar, Fruit and Service from WannaWafel

The new, bright and shiny QUALITY CHECK – Q&A FOR BUSINESS is courtesy of Renaat with WannaWafel, an authentic Belgian waffel house in Victoria B.C.  Now I’m hungry. 1) What is your definition of bad customer service? Being approached, after having paid and served, without a word or expression makes me want to turn around and …

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