A Service Failure Misteak
Service failures don't have to lose you customers, but this week I lay out in painful detail a relationship-killing service failure.
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How to Retain Customers After a Service Failure: Minted Mints a New Fan in Spite of Late Delivery
Minted mints a new fan by handling a service failure well. What can B2B tech businesses learn from it?
Black Swan Series: Why Preparing for Future Black Swans Helps You Grow Today
When I first presented on the topic of battling Black Swans, a member of the audience asked, "if Black Swans are unknowable beforehand,...
Black Swan Series: Getting Market Input During the Crisis
The Black Swan has landed. Nobody expected it, but your customers are pushing aside business-as-usual activities to deal with it. They're...
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