How Breaking a Customer Promise Can Hurt Your Brand
our company’s brand represents the value customers receive when they interact with your business. It's a promise: When you choose to purchase from us, this is what we will deliver to you. When you break that promise – through defective products, shoddy workmanship, or poor service – you might lose the customer. But in this age of social media, you might also lose your reputation. Remember the musician who made a YouTube video about United Airlines breaking his guitar? It got more than 12 million views and spawned a whole culture of...
View More