Привітайте своїх хейтерів. Джей Бэр

Привітайте своїх хейтерів

надсилати подарункові сертифікати незадоволеним відвідувачам може повністю змінити ставлення клієнта, який за інших обставин перейшов би до конкурента. «Ми отримуємо електронні листи від людей, які пишуть щось на кшталт: «Дуже вдячний за подарунковий сертифікат, який ви надіслали. Моя їжа запізнилася, а ви це владнали. Ми знову з вами», – розповідає вона. – Це відбувається кожного разу, і ми знаємо, що це спрацьовує».

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Примечания

1

John Tschohl, «Companies Don’t See Reality in Their Service Reflec-tion», Service Quality Institute, March 21, 2013, http://www.customer-service.com/blog/201303/companies_ misunderstand_what_customers_want (accessed September 7, 2015).

2

Ibid.

3

Arizona State University, «Will We Ever Learn? The Sad State of Customer Care in America», Customer Care MC, November 2013, http://www.customercaremc.com/wp/wp-content/uploads/2014/ 01/ KeyFindingsFrom2013NationalCustomerRageSurvey.pdf (accessed September 7, 2015).

4

Jay Z., «White Castle in Cicero, IL», Yelp, August 11, 2008, http:// www.yelp.com/ biz/white-castle-cicero?hrid=GU232Z7i7ezHiJ_l9URvrQ (accessed September 7, 2015).

5

Ray S., «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, April 10, 2014, http://www.yelp.com/biz/fresh-brothers- hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed Sep- tember 7, 2015).

6

Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, August 29, 2014, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=rGCtkl7dq0LF-sMf-fN0_Q& (accessed September 7, 2015).

7

Chris V., «Fresh Brothers Pizza, Hollywood Hills, CA», Yelp, April 28, 2015, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=BCyG-1uCaY_dgGVykRwtiw (accessed September 7, 2015).

8

Debbie Goldberg, «Fresh Brothers Pizza in Hollywood Hills, CA», Yelp, May 8, 2015, http://www.yelp.com/biz/fresh-brothers-hollywood?hrid=BCyG-1uCaY_dgGVykRwtiw (accessed September 7, 2015).

9

Bente Lilja Bye, «Volcanic Eruptions: Science and Risk Management», Science 2.0, May 27, 2011, http://www.science20.com/planetbye/ volcanic_ eruptions_ science_ and_ risk_ management-79456 (accessed September 7, 2015).

10

Shaun Smith, «Marketing Is a Tax You Pay for Being Unremarkable», Customer Think, April 1, 2008, http://customerthink.com/marketing_tax_being_unremarkable/ (accessed September 7, 2015).

11

Janelle Barlow and Claus Moller, «A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong» (San Francisco: Berrett-Koehler, 2008), Kindle edition.

12

Frederick F. Reichheld and W. Earl Sasser Jr., «Zero Defections: Quality Comes to Services», Harvard Business Review, October 1990, https://hbr.org/1990/09/zero-defections-quality-comes-to-services/ar/1 (accessed September 7, 2015).

13

http://gawker.com/british-writer-tracks-down-teen-who-gave-his-book-a-bad-1741713016?utm _ expid= 66866090 -62.YkETBcIMTk2uX1oytHipyg.0.

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