When things go wrong, are you nimble enough to spring into action, identify the issue, plan a recovery and implement it within one day? How about within hours? Is your customer recovery plan as robust and practiced as your IT recovery plan? Beloved companies turn “recovery” into an opportunity that says to customers “Who else would respond this way?” They are zealots about recovering customer goodwill. They know that the measure of a company is determined in these moments. And they obsess over every moment of these situations, because they know that customers are keeping score. Do you delivery “sorry” well?
