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We’ve all heard the stories of brands failing and flailing on social media as they try to respond to customer service inquiries. And here’s why. Most companies are barely set up to meet expectations, let alone exceed them. So when they fall short, they are falling short of the bare minimum, creating friction and negative experiences between the brand and its customers for everyone to see.
When you hear the phrase “once upon a time…” your mind likely flashes to some of your favorite childhood stories. But what exactly is it that you remember about these stories, is it: The conflict between Cinderella and her stepmother, that didn’t stop her from finding a happy ending? The irony that Jack won a ticket on the Titanic at the last possible moment, only to sli ...