Thursday, February 11, 2010

Is Customer Experience the Solution to Toyota's Woes?

Another great post by Bruce Temkin at Customer Experience Matters; his team has applied the C.A.R.E.S. model to Toyota’s service recovery in the wake of recent controversy:

  • communication
  • accountability
  • responsiveness
  • empathy
  • solutionRead more at http://wp.me/poJTb-4S

[Via http://onceuponacustomerexperience.wordpress.com]
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