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Notes from inside the disconnected operation.

231 articles on lost deals, ageing inventory, slow response times, exhausted teams and the disconnected systems behind them, and what it takes to run the business as one.

2 articles tagged #service recovery Clear filters

Customer Experience8 min read
How to Run Service Recovery When the Problem Started in Another Department
Customers forgive failures but not clueless apologies. Here is how to give your front line the cross-system view and authority to fix problems that started in fulfilment, billing or the field.
13 July 2026
Customer Experience8 min read
The Cost of a Botched Apology: What Poor Service Recovery Really Costs
A failed fix usually costs more than the original mistake. Here is how to trace repeat contacts, credits, escalations and lost lifetime value across your systems.
25 June 2026

How to Run Service Recovery When the Problem Started in Another Department

The Cost of a Botched Apology: What Poor Service Recovery Really Costs