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The Good, Bad & Ugly

This page is devoted to examples of customer engagement and loyalty tactics in action. Including accounts from all ends of the spectrum, you can learn from other companies mistakes and triumphs and apply them to your own business. 
Don't see your own example?  Feel free to add it in the comments to get it included on the page.

The Good
Holiday Horror Turned into Repurchase and Loyalty:
One King's Lane's 3 steps to turning a potential holiday disaster into a moment of truth and my longterm loyalty.  Read More: http://betterbusinessbanter.blogspot.com/2011/12/turning-holiday-horror-into-repurchase.html

Apple's Retail Secrets Spilled: Don't Correct The Customers, Abide By The A.P.P.L.E. Code

How to attract, train and manage staff to build and maintain a cult-like brand following.  Read more: http://www.businessinsider.com/apple-retail-store-2011-6

Augmented Reality with Blipper: smartphone app that enables instant brand engagement when and where customers experience the product.  Read More at: http://www.wired.com/beyond_the_beyond/2011/05/augmented-reality-blippar/

5 Steps to Taking Customer Experience Social:
http://mashable.com/2010/05/28/customer-service-social/

US Cellular Gets it Right: The Belief Project redefines telephone service based on the customer.
http://www.uscellular.com/site/whyuscellular.html

The Bad:
The 10 Worst Airlines in the industry: Twitter comment based analysis of the airlines with the most bad comments and the sentiments that drove this viral brand trashing.  Read more at:
http://www.fourhourworkweek.com/blog/2009/10/01/worst-airlines-in-the-us/


The Ugly:
Southwest Airlines Tweets Kevin Smith Apology for throwing him off the plane for being too fat: Notice its not that he got deplaned, but how it was handled that created this incident.  Read more at: http://mashable.com/2010/02/14/southwest-kevin-smith/

Discover Faces FDIC Action for Deceptive Sales Practices:
Signing customers up for fee service and insurance products without their knowledge or consent.  Read more at:  http://www.wvva.com/story/15579456/discover-faces-fdic-action-on-protection-sales

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