The “Service Recovery Paradox” (SRP) is a concept in customer service that suggests a customer’s loyalty to a company can increase after a service failure, provided the company effectively resolves the issue. The paradox occurs when a customer’s post-recovery satisfaction exceeds their satisfaction level before the service failure. This effect hinges on the company’s ability to respond quickly, empathetically, and effectively to resolve the problem, often exceeding customer expectations in the process. However, it’s important to note that this paradox doesn’t apply to all situations and repeated failures can lead to a loss of trust and loyalty.
With so many online retailers keeping their eye on this holiday season, the competition is likely to be fiercer than ever. Online spending growth is expected to outpace...
When 90% of consumers believe an online review is more compelling than input from a salesperson1, it’s important to take advantage of reviews when it comes to your...
