Defensive Design - Making Better Customers Through Rectified Mistakes

I've been saying the same things for months. Non-scaleable tasks will win during the current times (pandemic of 2020).

A research in the quality of customers from a renowned hotel chain came back with conclusive results.

Customers who purchased seamlessly and enjoyed the amenities, had a great experience. Though they weren't as good as a long term customer who had a problem rectified with their service in a swift manner at the start of the customer relationship.

I'm not implying going out of your way to treat a customer poorly.

I'm saying go out of your way if you can do something immediately that will impact your customer for years to come.

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