When the Brand Promise Falls Short, the Customer Experience Delivers

When most of us choose one brand over another, we do so with an expectation. An expectation that the product or service will fulfill a promise made by the brand. What happens, though, when the promise isn’t kept? This is where the resolution portion of your brand’s customer experience can help. Brands that provide disappointed or inconvenienced customers with an overwhelmingly positive resolution experience are able to recover quickly and restore the trust that may have been lost. As many of you know, I own a Jeep Wrangler. One of the things I have learned about Jeep Wranglers over the years…

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