16 June 2017 – Brands breathe. You can create a product, build a company, and hire employees, but the moment you land your first customer is the moment your brand is born. Just as it is for any proud new parent, it is up to you to protect your newborn from the dangers of the outside world.
Nothing is more harmful to your brand than a poor customer support experience. Even if a customer receives an extremely flawed product, they are far more likely to forgive and forget this experience if they feel like the company listens to them, cares about their experience, and makes a genuine effort to improve their situation. This level of care and attention can be expensive and difficult to maintain.