A lovely new company/customer etiquette has emerged, and small
startups are especially suited for exploiting it. I hope you’re not
ignoring it.
Just yesterday someone explained to me what they expect from their website hosting company: “I want someone else making sure the server doesn’t go down. Or, if it does go down, I want someone to apologize to me.”
Ten years ago, that italicized text would have read: “Or, if it does go down, I want someone to scream at.” Or: “I want someone to give me a refund.” The new attitude is not “Those assholes better not ever screw up,” but rather “I expect them to try hard, to care, and to treat me well when they inevitably screw up.”
To read the full, original article click on this link: How to build customer loyalty by screwing up | VentureBeat
Author: Jason Cohen
