Epic Fails: Why Follow Through Is Key to Fixing Bad Customer Experiences

By: Susan Ganeshan

November 28, 2014

At an early age, we learn that mistakes are bound to happen. But we also learn that it’s how you follow up and follow through after a mistake which makes all the difference.

Many brands don’t realize how important this is, or how difficult it can be. Following up after a customer has a negative experience requires the right mix of real-time listening, integrated systems and process and case management capabilities.

Every one of us can likely mention a few brands that are getting it right in this arena … and a few that aren’t. That’s why I’ve rounded up a few of my personal consumer and travel experiences to see what we can learn from them.

The rest of the blog post, including lessons learned, can be found on CustomerThink