Comments on: The Give & Take of Customer Relationships http://www.360connext.com/the-give-take-of-customer-relationships/?utm_source=rss&utm_medium=rss&utm_campaign=the-give-take-of-customer-relationships Specializing in employee engagement, customer communications and channel-specific connections like social media. Sat, 04 Feb 2012 03:15:29 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jeannie Waltershttp://www.360connext.com/the-give-take-of-customer-relationships/comment-page-1/#comment-1015 Jeannie Walters Mon, 12 Jul 2010 17:48:39 +0000 http://www.360connext.com/?p=604#comment-1015 Interesting, Eric! Thanks for stopping by and sharing this. Humans are so tricky, right!? Interesting, Eric! Thanks for stopping by and sharing this. Humans are so tricky, right!?

]]> By: Jeannie Waltershttp://www.360connext.com/the-give-take-of-customer-relationships/comment-page-1/#comment-1011 Jeannie Walters Mon, 12 Jul 2010 13:54:05 +0000 http://www.360connext.com/?p=604#comment-1011 Thanks, John. Excellent example. Employees have everything to do with experience, and yet it seems (especially in retail) that as they move up, they become more disengaged in the emotional connections with customers. That cashier was trying to do the right thing, but left with a broken system and a bad colleague = too many withdrawals for you, the customer! Thanks, John. Excellent example. Employees have everything to do with experience, and yet it seems (especially in retail) that as they move up, they become more disengaged in the emotional connections with customers. That cashier was trying to do the right thing, but left with a broken system and a bad colleague = too many withdrawals for you, the customer!

]]> By: Eric Jacqueshttp://www.360connext.com/the-give-take-of-customer-relationships/comment-page-1/#comment-1010 Eric Jacques Mon, 12 Jul 2010 13:52:35 +0000 http://www.360connext.com/?p=604#comment-1010 Great post Jeannie! I so agree with this.Psychologists have even documented the number of positive interactions that are necessary to counteract a negative interaction.I blogged about it in my post entitled "Bad is Stronger than Good: The 5 to 1 Rule" (http://ericjacques.org/2010/05/13/bad-is-stronger-than-good-the-5-to-1-rule/)Cheers! Eric @ericjacques Great post Jeannie! I so agree with this.

Psychologists have even documented the number of positive interactions that are necessary to counteract a negative interaction.

I blogged about it in my post entitled “Bad is Stronger than Good: The 5 to 1 Rule” (http://ericjacques.org/2010/05/13/bad-is-stronger-than-good-the-5-to-1-rule/)

Cheers!
Eric
@ericjacques

]]> By: Johnhttp://www.360connext.com/the-give-take-of-customer-relationships/comment-page-1/#comment-1008 John Mon, 12 Jul 2010 13:36:06 +0000 http://www.360connext.com/?p=604#comment-1008 Great post! Fry's electronics is a good example of a company that began to withdraw from my account before any deposits were made. I like Fry's because of the massive selection. I stopped by to purchase a new Flip Slide Hd Camcorder the other day and was instantly met with the upsale warranty pitch. Then they would not let me take it to the cashier and insisted insisted it would be at the desk when I was ready to pay. When I got to the cashier the camera was no where to be found. I was a bit amused when the poor cashier had to call the department and find who was dragging their .... in the process. They had a little cabinet where items like this were supposed to appear for the customer to buy. After waiting for nearly 8 minutes I watched a disinterested employee walk up and unlock the cabinet with my device and relock it, all without telling my cashier. Finally she called ( I was pretty interested in how long this would take them without my help) the department again, who told her the camera was now in the cabinet behind her. She was very apologetic and embarrassed as she went to retrieve it. She explained that they do this to prevent loss. Well after withdrawing all the capital they had with me and then some, they lost me. Plus, look at all the wasted employee time that was used to transfer the thing. Large companies are very slow to realize the capital they need to build with customers. Again great post. Great post! Fry’s electronics is a good example of a company that began to withdraw from my account before any deposits were made. I like Fry’s because of the massive selection. I stopped by to purchase a new Flip Slide Hd Camcorder the other day and was instantly met with the upsale warranty pitch. Then they would not let me take it to the cashier and insisted insisted it would be at the desk when I was ready to pay. When I got to the cashier the camera was no where to be found. I was a bit amused when the poor cashier had to call the department and find who was dragging their …. in the process. They had a little cabinet where items like this were supposed to appear for the customer to buy. After waiting for nearly 8 minutes I watched a disinterested employee walk up and unlock the cabinet with my device and relock it, all without telling my cashier. Finally she called ( I was pretty interested in how long this would take them without my help) the department again, who told her the camera was now in the cabinet behind her. She was very apologetic and embarrassed as she went to retrieve it. She explained that they do this to prevent loss. Well after withdrawing all the capital they had with me and then some, they lost me. Plus, look at all the wasted employee time that was used to transfer the thing. Large companies are very slow to realize the capital they need to build with customers. Again great post.

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