Hmmm, seems like Royal Ccarbbean could have embraced this couple and really turned things around – made someone who is already a HUGE customer into an even more rabid fan. Why not hire her and make her the Director of Onboard Customer Experience? Opportunity missed!
Companies have to learn how to act like human beings when these kinds of things happen. How about a public sorry and here’s your free cruise next time and we’ll make a commercial about you.
Try it, you’ll like it – and profit from it.