Consumer Recovery
Over the years based on experience in working in some serious service oriented firms ,has made one thing clear that one of the ways ( other than marketing , engagement , loyalty etc ) to build up a coterie of consumers who become your brand ambassadors , is to make a consumer service recovery . One doesn't realise that during the worst service crisis and in all the attempts to resolve the issue , we actually end up getting closer to each other we mean the brand and the consumer , and its always noticed that the toughest of the situation and effort to delight the consumer is always a sure shot win , for instance a ticketing mistake on an airways leading to a irate consumer , and after some heated arguments if one were to sort the issue and say if available update the consumer to the business class , wud be a sure shot way of winning the consumer for some time if not for life ! The next time you have a tough customer recovery case which gets sorted out , check it out it cud be a beg...