He Said She Said – Vol. 4 – Healing The Customer's Brand Relationship

Welcome to Volume 4 of He Said, She Said. My partner, Stephanie A. Lloyd, has recently endured a string of misadventures with Sears. [You can find links to all her posts on the subject below]

So, we thought it was appropriate to conduct Volume 4 live, and on location, from Sears itself. Stephanie’s question was the following: When a company provides a poor customer experience, what is the first thing they should do to heal the customer’s brand relationship?

[youtube=http://www.youtube.com/watch?v=oCV4fePat1E]

[youtube=http://www.youtube.com/watch?v=8b5nlJ3SqeA]

You can read Stephanie’s series of Sears-related posts: here is the first one about the initial experience, here is the second post recapping her adventure. You can read Stephanie’s Volume 4 post here!

Please vote on the best answer in the comment section below, or on Twitter, tagging your vote with #HSSS! Thanks.

Be Intrepid.

Tagged as: Atlanta Marketing, Customer Loyalty, Customer Service, He Said She Said, Sears, Stephanie Lloyd