EP23: The Importance of Service Recovery in Maintaining Customer Loyalty

While every company wishes to create emotional and memorable customer experiences, service failure is often the most emotionally-engaging interaction and the one that customers are most likely to share – everywhere!  This week, I chat about the importance of service recovery and how to pursue reconciliation of the relationship, not just resolution of the issue.  It requires extending your understanding of the patron far beyond the boundaries of traditional service criteria and never underestimating the power of a sincere apology.