For the past 17 years, I’ve noticed a common pattern in most organizations: people will do almost anything to avoid conflict.
They’ll stay quiet, they’ll nod along, they’ll even fake being sick just to dodge a tough conversation. Some will agree to things they don’t actually believe in—just to avoi...
Last week, we saw record-breaking registrations for our online insight session on handling complaints. That tells us one thing: this is the year businesses are no longer just managing complaints—they're mastering them. The smartest brands are turning their angriest customers into their most loyal ad...
 Angry customers can be excellent for your brand if you listen to them and apply their anger to improve your customer journey.
“When I get angry, I usually don’t like the person I become.”Â
“I am often told NOT to make a scene in a shop, and therefore, I mostly complain to my friends and family, ...
