The service recovery paradox — customers ending up more loyal after a problem than they would have been without one — is real, but not universal. It quietly fails for repeat failures, big failures and faults the customer thinks were avoidable. Here's when the paradox works, when it doesn't, and how to set up Transactional NPS to exploit it.
Hotels are scanning Twitter for complaints from guests in their own building, then quietly upgrading the loudest ones. It's clever, and it might also be teaching customers exactly the wrong lesson about how to get good service. Here's where reactive social-media service crosses from helpful into perverse.
Customer service has shifted from a nice-to-have to a core deliverable in the past decade. Most organisations have the intent — they just haven't lined up the enablers that turn intent into consistent delivery. Here are the seven, and the one most teams quietly skip.