18. Darn Long Wait - winning consumer's heart when you are late delivering your products
In this episode, basing on my own experience, I lay out very smart customer care tactics applied by Gibson guitar maker that could be easily applied in many categories suffering from prolonged delivery times driven by pandemics. 36% of consumers suffer substantial shipping delays - but there is an effective way not only to keep their order, but also to build their bond with your brand while they are waiting. Enjoy and as always, please share your thoughts on pentonica.net.