Simple Isn’t Easy

In my post on the United Airlines customer care fiasco I promised a follow-up piece on just the opposite. A great example and resulting rules on building loyalty, retention and commitment. On the very day United was dragging Dr. Dao down the aisle, Rachel Hunnybunn, Director of Client Relationships for our sister company DonorVoice in the UK and Europe, posted 4 simple steps toward retention, loyalty and better donor experience over at 101Fundraising. Rachel reports on her ‘love/hate’ relationship with Audi, the car company. More importantly she relays how Audi’s customer care efforts have transformed her once-painful

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