Oh dear. I’ll bet that in the scale of things, innocuous (though popular) consumer brand Chapstick didn’t expect to find itself in the centre of a social media firestorm this week. I mean, it’s Chapstick, right? A useful, trustworthy, dependable, brand. What could it possibly do to upset people? Well, it could put a picture [...]
A customer comes into your flagship store, walks up to a member of staff and says that they’re having a problem with their latest purchase. It’s faulty and they want a refund. Does the employee: a. Acknowledge that they are unhappy with the product, apologise, and help solve the problem b. Pretend they didn’t [...]
