Content strategy example -Maple Leaf Foods apology
Great post.
Reminds me of the “Service Recovery Paradox”, which seems so counter intuitive, but it’s real…
The Service Recovery Paradox posits that poor service can lead to higher customer satisfaction than good service.
Go figure!
The piece of the puzzle that’s important is that the service failure must be resolved in such a way that surprises the customer. That way, the service provider has exceeded the customer expectation.
Hmmn, does that mean that service providers are better off providing poor service, as long as they fix it promptly :)
Content strategy example -Maple Leaf Foods apology
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