Tag Archives: customer experience

Rudeness Repels Customers

  Customers are uncomfortable when exposed to rudeness, whether it’s waiters berating busboys or managers criticizing store clerks. Disrespectful behavior causes many patrons to walk out without making a purchase. In The Price of Incivility, a January-February 2013 Harvard Business Review article Professors Christine Porath and Christine Pearson write about their research on incivility at […]
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The Customer Experience:
Not What It Used to Be

Leaders seem to forget that their human assets make or break a customer’s experience. “Interpersonal interaction, though sometimes not the top reason for making a purchase, is almost always the reason for not repurchasing.” ~ Marshall Goldsmith, Don Brown and Bill Hawkins, What Got You Here Won’t Get You There in Sales!: How Successful Salespeople […]
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