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Emily Safrin

How to Win at Customer Service

3 Strategies for Converting Customers into Brand Devotees By Emily Safrin When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown? […]

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Emily Safrin

From Blunder to Wonder: How Companies Successfully Bounce Back from Mistakes

Emily Safrin 1993 was a terrible year for a particular major national fast food chain. It was an even worse year for four families who suffered unimaginable losses after their children ate contaminated meat at the establishment. Unsurprisingly, the chain found itself on the verge of bankruptcy. However, in a matter of years, it had […]