turn-gotcha-moments 
Customer Bliss
FEBRUARY 26, 2019
Be upfront with your customers, don’t create “gotcha!” ” moments. ? ? How Can We Transform These “Gotcha” Moments? The goal—our opportunity—is to create “we’ve got your back” moments. The goal—our opportunity—is to create “we’ve got your back” moments.
Customer Bliss
JUNE 9, 2021
As a result, they have eliminated that phone call of waiting for the ‘final’ estimate of the car repair, turning the experience instead into one of collaboration, trust, and even joy. We breathe a sigh of relief and gratitude when “Gotcha!” moments are flipped to “We’ve got your back” moments. Why Take the High Road?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 16, 2018
As a result, they have eliminated that phone call of waiting for the ‘final’ estimate of the car repair, turning the experience instead into one of collaboration, trust, and even joy. We breathe a sigh of relief and gratitude when “Gotcha!” moments are flipped to “We’ve got your back” moments.
Customer Bliss
JANUARY 30, 2020
These are the moments that make it hard to be a customer: waiting, complexity, uncertainty, and sometimes fear and concern. They turn these moments of struggle into ones of reliability, respect, and caring. Building deliberate moments of trust based on customer needs. They work to flip “Gotcha!”
Customer Bliss
JUNE 22, 2018
Would we turn down our mom’s warranty claim three days out of warranty? This thing we’re about to do, would we do that to someone we care about, mom is a metaphor, at the end of our decision? Would we charge our mom this 50% change fee because she had to have something done differently? So it’s really a conscience question.
Customers That Stick
JUNE 27, 2019
Imagine her joy when she finally reaches someone to discuss her warranty claim, and then her frustration when her claim is turned down three days out of warranty.
Expert insights. Personalized for you.
68 
Let's personalize your content