“Customer care isn’t a coupon code. Stop offering discounts, start offering solutions.”
(A New Year’s Resolution You Might Want to Borrow)
As we step into 2026, full of hope and resolutions, here’s a little story that might inspire some learning.
I recently ordered a customized product from IGP . What arrived was… let’s just say, a surprise: a product of substandard quality, as well as damaged. Disappointed but optimistic, I reached out, expecting empathy and a quick fix.
What do I get instead? A masterclass in how not to handle customers:
- “Here’s 10% off your next order!”
- “Wait, make that 15%!”
- “You know what, let’s go wild—20%!”
Meanwhile, my actual problem—the damaged product—remained untouched, despite multiple requests.
Here’s the truth: mistakes happen. But great brands aren’t built on discounts; they’re built on empathy, accountability, and action.
So, dear IGP , as you write your New Year's resolutions, may I suggest one? 👉 Invest in learning about customer experience and care. Because fixing the present issue matters more than bribing customers for the next purchase.
To all companies: 2026 is the year to stop treating complaints like spam. Listen. Act. Delight. It’s cheaper than losing a loyal customer—and far more rewarding.
Happy New Year, IGP! May this year bring you wisdom, better processes, and fewer copy-pasted “We regret the inconvenience caused.”
💬 What’s your worst customer service experience? Share below—I’d love to hear your stories!
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