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by munk-a
1415 days ago
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It's amazing how few companies are unwilling to give away free stuff for errors while also wringing their hands about why accidental errors caused a huge negative PR event - a dollar is probably less than the cost of the CS person spending 15 minutes with the customer on the phone and yet it turns a negative experience into (for most people) a positive one. "Sure we missed our train, but we got new tickets and a bag of chips out of it" is something no one rational would say because it sounds ridiculous, but it is something most people would feel. |
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And probably because no one else is doing it. If every bad service you got for everything got a refund then it would be normal and I would think: "meh just a $1 refund again, why don't they damn fix it... shrug".
Tipping is an example where it is really appreciated in non-tipping cultures.
Which speaks to how marketing and "PR" need to keep up with culture and people's expectations today. If you want to exceed expectations that is.