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The Profitable Art of Service Recovery

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We often underestimate the cost of losing a customer due to poor service. However, data tell us that few recovery efforts are too extreme compared to the value of a lifetime customer. When service recovery is approached from the mindset of the customer, organizations can turn angry customers into loyal advocates. Christopher W. Hart, James L. Heskett, and W. Earl Sasser, Jr., uncover the road to service recovery in this Harvard Business Review article.

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