Listen to Your Customers: Why You Need to Embrace Customer Complaints
Cision
MAY 30, 2017
This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? When Erin Pepper began her job as head of marketing and guest relations at Le Pain Quotidien, a chain of 200+ bakery cafes, she announced to the management team a controversial plan: “I want to triple the number of complaints we get from customers,” she proclaimed.
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