It’s amazing how some consumer complaints can easily be resolved when a responsive provider does something a little extra and unexpected. That was my experience on our first family vacation since the pandemic began. Read more

I was so delighted when, after complaining to a grocery delivery service online, I received an email response within 30 minutes. I’d been unable to use a discount code on the website even though I tried three times. I placed the order anyway because I needed groceries. The customer service rep apologized in her email, acknowledged having other complaints and offered to manually apply the discount code for me. 

Most consumers have higher expectations for companies that are operating during the pandemic. In fact, a recent study surveying more than 1,000 consumers in different age groups (conducted by Hiver, a customer solution company) found that people want customer service to be not only more responsive but also more empathetic. Read more