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Loyalty and retention

Customer Issues

AMEX knows how to resolve customer issues: a traveller’s tale

By Loyalty and retention, Mark Satov

We have all heard about the guy who went to the Nordstorm store to return a set of tires and was allowed to do so even though he bought it at a different store in the same location. That is one of the most over-hyped and least instructive customer service stories I have ever heard…But I do think that companies can turn customer frustration into loyalty if they train and empower their employees. Here is a recent experience of mine and some quick lessons for customer service providers:

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