When Things Go Wrong: Winning Customer Loyalty Through Service Recovery
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

When Things Go Wrong: Winning Customer Loyalty Through Service Recovery

2025-04-24
In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift acknowledgment and apology, empowering employees to act, maintaining transparency, and going beyond simple compensation to genuinely address customer needs. Michelli emphasizes...
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