All businesses have failures when they deal with their customers. However, there is a significant difference if the failure is big or small. You handle them differently, and the customer reacts differently.
Read the complete article here. It appears in full in Thomas Insights of April 8, 2021.
To learn more about service recovery as a prerequisite to the current article, read “Aftermarket Service is all About Recovery and Customer Satisfaction.”
Is Your Company’s Brand Under Attack Because Customers Are Changing Their Expectations?
About Middlesex Consulting
Middlesex Consulting helps our B2B product manufacturing clients grow their services revenue and profitability by applying the methodologies and techniques associated with Customer Value Creation and Customer Experience professions to assist its clients in designing and commercializing new services and the associated business transformations. Contact Sam here.
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