When it comes to customer experience, every brand makes an effort to be absolutely flawless. The truth remains, however, that every brand also falls short of this goal; organizations make mistakes, and not every customer will leave every interaction satisfied.
When these companies fall short, they must rely on customer forgiveness to maintain their brand perception and retain valuable consumers. This is the subject of a recent report released by Temkin Group, simply titled “2016 Temkin Forgiveness Ratings.”
The....