This January, my daughter Victoria and I decided to read the Bible. By February, she had finished. I was still at Genesis Chapter 10. I wondered why, since I am a fast reader. “Mummy, your problem is that you read and analyse everything. I just read it like literature”. Wise child.
Providing a bad service experience need not mean the end of a good relationship with your customer. Indeed, it can actually increase customer delight, as was expounded in the classic HBR article “The Profitable Art of Service Recovery”
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