Tag: CustomerTrust
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The Death of Customer Trust: When Return Policies Kill the Experience
Refund Policies: The Bad, The Ugly And What? I was browsing online for a rather expensive technology device yesterday when I stumbled across this gem of a return policy. Take a look at the highlighted sections and tell me if you can spot the problem: Let me get this straight. Am I supposed to buy…
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Successful CX Programs Beyond Surveys
I had a meeting with a big global client the other day about how we keep improving the current CX programme in the future. They are very keen to run another wave of the usual customer satisfaction survey, which, of course, we can do for them. At the same time, we were actually encouraging them…