What happens when things go wrong?
Service resilience is too often overlooked. Most organizations don't even have a name for it, don't measure it, don't plan for it.
I totally understand our focus on putting on a perfect show, on delighting people, on shipping an experience that's wonderful.
But how do you and your organization respond/react when something doesn't go right?
Because that's when everyone is paying attention.
Tuesday, June 30, 2015
What happens when things go wrong?
Today Seth Godin asks,
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