A friend told me about her recent experience with buying a refrigerator. She ordered it from a big box retailer (who shall remain nameless) and, unfortunately, it showed up on the delivery truck with a dent.
My friend decided that the dent warranted good reason to ask about a discount. She was told the company would take $50 off and that was it. Not the customer experience she was hoping for.
She countered that she was willing to keep the refrigerator at a $200 discount. Nope. No go. Period!
Instead, the company ordered her another refrigerator.
But my friend’s story gets even more interesting… [Read more…] about The Cost of the Right Customer Experience: How Much Are You Willing to Pay?