We all interact with companies when shopping for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times we chat online or call customer care. Regardless of where the interaction occurs, each conversation makes or breaks a company’s image and affects the likelihood of future purchases. Our colleague, Maria Fernandez-Riddick shares a perfect example of this when she contacted her bank. What could have resulted in a frustrating incident turned into a positive experience thanks to an empathetic representative who resolved Maria’s problem? We share this story as it demonstrates an important point. Successful companies focus on making people feel that they are heard and cared for. As a result, customers gain trust, remain brand loyal and share with others about their experiences.
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