We were recently asked to provide our thoughts on how to turn an unhappy customer into a loyal supporter, and we posted some of our ideas in an earlier blog entry. While we were pleased to have been asked to contribute, we believe that this is really the wrong question for most businesses. Once you have created an unhappy customer, you are “fighting uphill,” so to speak. The right question is how do you create “raving fans” from their first encounter with you?
[A follow-up to the Bishop's first article on How to Lose Customers.]
My wife and I took our first cruise a few weeks ago. We were going to take a cruise on our 25th wedding anniversary back in 1996 but we took the money and started a church instead. We happened to wind up using the Princess Cruise Lines. It was not what I expected. In fact, it was much better than I anticipated—especially when it came to the care and treatment of passengers. Princess, which started in 1965 with one ship cruising to Mexico, was rocketed to fame in 1977 when it became the ship of the TV series, “The Love Boat.”
From the time we deplaned until we received our bags at the airport for our return flight, Princess personnel were everywhere making sure that our trip was excellent. Every employee, without exception, acted as though
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[Bishop David Epps' recent experience of air travel woe. The airlines should pay attention here. They really *can* lose customers ...]
“How was your flight?” someone asked. “Well, we didn’t crash,” I replied, “Other than that, I’m not sure it could have gotten much worse.” It had been a while since I had flown on this particular airline. The first problem was that we didn’t go where I thought we were going—not immediately anyway. The travel agent indicated that our flight was direct from Atlanta to Anchorage. Apparently, “direct” does not mean “direct.” Our flight would stop in Minneapolis. Note to self…clarify details with travel agents.
Upon arriving at Hartsfield-Jackson International Airport in Atlanta, our flight was scheduled to take off from the T Concourse. At the very last moment,
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