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The $118 Dress Shirt Disaster: A Masterclass in How to Lose a Customer (and a Sale)
A trip to a luxury shirt store turned into a lesson in bad service. No greeting, no guidance, no upsell, just lost loyalty. Discover how small service failures destroy trust, sales, and lifetime value... ...more
Customer Gettin'
September 29, 2025•5 min read
Starbucks’ $500M Question: Can You Fix the Experience Without Fixing the People?
Starbucks is betting $500M on tech and baristas to fix long waits and boost sales. But the real lesson? No customers, no business. Ruthless profit management matters—but so does creating engaged emplo... ...more
Customer Gettin' ,Customer Keepin'
September 18, 2025•1 min read
Mark Zuckerberg on Customer Service Recovery
Customer service recovery isn’t about tossing out freebies like Zuckerberg’s donuts and headphones. It’s about anticipating problems, fixing them with empathy, and proving you value your customers lon... ...more
Customer Keepin'
September 18, 2025•1 min read