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What happens when things go wrong?

Service resilience is too often overlooked. Most organizations don’t even have a name for it, don’t measure it, don’t plan for it.

I totally understand our focus on putting on a perfect show, on delighting people, on shipping an experience that’s wonderful.

But how do you and your organization respond/react when something doesn’t go right?

Because that’s when everyone is paying attention.

Reblogged from: Here

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