Flowers4U.co.za: Satisfaction Infraction

Author :

Dr Yvonne Saini & Claire Beswick

Pages :

3 pages

Product Type :

Case

Reference # :

WBS-2017-5

Teaching Note :

not available

Institute:

Wits Business School - University of the Witwatersrand

Setting:

South Africa

Year:

2017

Keywords:

Marketing, Customer Service

Summary/Abstract:

On 17 February 2017, Thomas Quinn, the managing director of online florist, Flowers4U.co.za, received an irate email from one of his clients. The client was still not satisfied with a solution he had proposed the day before to make up for unmet expectations regarding flowers delivered on Valentines’ Day. Quinn wondered how best to respond.