Today I would like to share an article written by the marketing expert Seth Godin with you. He writes that the complaining customer doesn’t want a refund but would rather get an apology and a little bit of understanding. I think he makes a wonderful point, don’t you?
I remember not being able to board a plane because it was overbooked. I was given a voucher and later got some money back. However, I was still unhappy as there was no understanding and I felt totally disrespected. Has anything similar happened to you?
So go and read Seth’s short article here.