Customer Experience News & Trends

Why an error is a good thing once in a while

Here’s why you don’t need to sweat the small slip-ups too much.

Turns out, those mistakes are relationship-builders.

Customers don’t think much about their relationship with your company and agents when it’s “business as usual,” researchers for Marketing Science Reports found.

But after the company screws up, customers reevaluate the relationship. As long as they’ve been treated well, and were pleased with past experiences, they consider the relationship a good thing, researchers found.

Of course, that doesn’t mean you want to slip-up just to help customers realize how great you are.

Use an error as an opportunity to give customers a little extra attention. Check  on them after the issue has been resolved for a chance to go above and beyond or offer a discount.

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