Service recovery paradox

What is the Service Recovery Paradox and Is It Real?

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. This concept is called the service recovery paradox

Risky Business: Act Ethically Now or Apologize Later?

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