Devising a Service-Recovery Strategy
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You’re on the edge of your seat. You don’t know what’s going to happen next. Your fingers crossed, the anticipation is so thick that you can smell it, taste it, and feel it. I’m talking about the great comebacks in your all-time favorite movies. There’s nothing more intriguing than an underdog—challenged at every level—who triumphs in the end.
Hollywood loves the underdog. It’s a formula for box-office riches: the quirky guy who gets the girl, the ragtag team that wins the championship, or the unexpected superhero who saves the day. But what about business? Is there a magic formula for a brilliant comeback?