Cognitive biases are not just the stuff that researchers and psychologists discuss and analyse. They play critical roles in how we make decisions as small business owners and operators, but they also affect our decisions made as purchasers of services and products from other vendors….
THE SITUATION You’ve found a complaint on Twitter (short-form platform),?and you’ve determined the individual is fairly influential,?has followers and reach, and interacts a lot with people. So you have a high-priority situation, worth addressing. TECHNIQUES USED ■ Identify Yourself (Humanize the Interaction) (1) ■ Apologize…
It used to be that most customer contacts were made in person,?on the phone, or by letter. Then e-mail became more?popular and available. More recently, additional “channels”?have been added to the mix, including social media platforms?such as Twitter, Facebook, LinkedIn, company blogs, websites,?and even YouTube…
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