Landscape Digital Show

Episode 60 of Landscape Digital Show reveals customer care marketing lessons in leadership, communication, and training from an actual case study. The best marketing for any business is not what its media says, but the actions the business takes, especially when circumstances are less than optimal. To perform in these clutch situations and let s face it, everything in life is a performance, requires a customer care plan. This means that your people need to be trained for every conceivable circumstance they may encounter. One of the best ways to prepare is to take situations that you experience or learn about and break them down into practical lessons that become part of your regular training. That’s what we’re going to do today as we explore a situation that ignited the social and traditional media channels around the globe last week. Of course, I’m talking about the incident involving one of the major airlines in which a passenger was re-accommodated with the use of excessive force. (Google that term for t