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One of the Campbell-Ewald five respect principle, Admit it, your goofed is clearly demonstrate in the airline Customer Recovery Program, since for every problem happens the Continental Passenger received a personalized apology within 24 hours, as conclude with respect you can reinforce positive feeling about company or brand and the possibility of turn negative experience into a positive...
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1. Recap and Analyze the Relevant Facts - In the last twenty years there has been a disconnect between Customer Satisfaction and Customer Loyalty. For this reason Campbell-Ewald studied one aspect of the disconnection: Respect. This research resulted in the identification of Five People Principles:
? Appreciate me: Customers should feel appreciated...
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