When retailers strike out twice: How to turn customer revenge into reconciliation
Monday, June 17, 2013 - 02:00
in Mathematics & Economics
Canceled flights, lost luggage, a product confirmed to be "in stock" that turns out to be on back order after you've driven 20 minutes to get it—most everyone has at some time experienced anger and frustration over similar service failures. These feelings can, in turn, lead customers to take their business elsewhere, leading the firm to lose a valued patron.