(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers) Long ago a mentor taught me a “fresh” perspective about a deal we
For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an excellent experience in the first place. But is the