In an always-on world, customer horror stories can go viral. It’s not uncommon for these types of bad experiences to receive thousands of views, likes, and comments. In addition, any bad experience is instantly available for the world to see through social media.
Typically, a bad experience stems from a breakdown in communications. So, it’s essential to manage every customer experience across the customer journey. Take the time to understand what the customer needs and to ensure their needs have been met.