The Ultimate Service Recovery Implementation Guide
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
If you have a social media bone in your body you will know about the hack over at Buffer. You may also have seen or experienced
When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience
One of the reasons that I like the Transactional Net Promoter Score® approach is that it allows for proactive service recovery. Transactional NPS® focuses on each
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