The Challenge to Focus on Customer Needs

Xinhua Guan
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Xinhua Guan: Guangdong University of Finance and Economics, China

International Journal of Business and Economics, 2017, vol. 16, issue 3, 335-339

Abstract: A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do? *Brands and names are disguised to protect individuals and corporate brands.

Date: 2017
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