Companies known for great customer service do an excellent job of service recovery. Disney is one of the best at applying this principle on a daily basis. It’s a smart business practice that wins you strong customer loyalty.
Now let’s take that principle to the next level. What if a company goes above and beyond; not because they are in service recovery mode, but to fix a mistake the customer makes? I had this type of experience recently and it resulted in one of those coveted “Wow-your-Customer” scenarios. (more…)