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SMART ORGANIZATIONS KNOW CUSTOMER SERVICE CAN MAKE OR BREAK THE BUSINESS. BUT TOO OFTEN COMPANIES HAVE THE WRONG IDEAS ABOUT WHAT MAKES SERVICE EXCELLENT
On January 15, the online retailer Zappos woke to chilling news. Its computer network had been hacked and account information for 24 million customers exposed. Normally that’s a recipe for fleeing customers and a plummeting stock price. But two days later, shares of parent company Amazon were up 2 percent. And while some shoppers made for the virtual exits, there was no indication they were leaving en masse.