Customer Experience Volcanic Moment of Truth Part 2


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So the journey continues. No one knows what comes next. The newspapers report of airlines and train companies who are taking advantage of customers and increasing their price. I just spoke to a friend who reported that a certain hotel in London increases its rates by 60 pounds every night for the last 3 nights. What an outrageous move! This is a great way to reinforce that notion that the customer should be taken advantage of at any opportunity possible. When the customer is in need, charge more. When they are in desperate need, charge desperately high prices!

Lesson 2 – Do not take advantage of your customers., the quick reward will prove to be a long term reputation nightmare. These customers will not forget the way you treated them / cashed in on their problem when they were in desperate need.

Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


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