A crisis can destroy years of efforts and investments in seconds, if managed inadequately. A crisis is the Customer Experience toughest test bed. Airlines and hotels can suffer catastrophic, highly publicised events and must prepare themselves for the worst. But there are many, many “routine” crises where you make it or break it. A badly managed flight cancellation or overbooking situation can convert rapidly loyal customers in fierce detractors. Crisis management is one of the most overlooked functions by Customer Experience academics, but its importance is crucial.
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