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The Challenge to Focus on Customer Needs

Author

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  • Xinhua Guan

    (Guangdong University of Finance and Economics, China)

Abstract

A customer of Xtrip* (name disguised) booked a ticket online, but was told that the ticket was invalid when boarding in a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by local police as a suspected fraud. By the time the customer returned, he demanded that Xtrip issue a written apology to restore his reputation. What should the company do? *Brands and names are disguised to protect individuals and corporate brands.

Suggested Citation

  • Xinhua Guan, 2017. "The Challenge to Focus on Customer Needs," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(3), pages 335-339, December.
    • Handle: RePEc:ijb:journl:v:16:y:2017:i:3:p:335-339
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