Free Lunch-time MIX Workshop
The Importance of Keeping Customers Even When You Make a Mistake
with David Williamson

Seeing the experience of a service interaction through the guest's eyes is at the center of great service delivery, but what happens when it goes wrong? This class will explore some of the ramifications of service failure, and the value of going the extra mile to recover a service failure. How important? Well, here's a hint to think about before we meet in person: It costs from 4 times, to as much as 30 times, to acquire a new customer, compared to retaining an existing one.

Feb 14, 2025, 7 to 9 PM

Feb 15, 2025, 11 AM

Feb 17, 8:30 AM to 3:30 PM, Feb 21, 2025