At some point, your business will suffer a failure that disappoints customers. Your apology and recovery – proving “We want you back” to your customers – is your opportunity to make amends. Your actions create a story about how you treat your customers. And customers will tell the story.
Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. All you have to do is listen to your customer. The information your customers are taking the time to give you are the broken things that are in the way of your reliability.