Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and actively work to perpetuate the perfection myth (overlooking shortcomings, casting blame away from themselves, and even suggesting customers are responsible for service breakdowns).
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May 9, 2019
When the Customer Experience Goes Awry [Infographic]
Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and actively work to…
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Written by
Joseph Michelli
Joseph Michelli, Ph.D., is a Certified Speaking Professional and #1 New York Times bestselling author whose books are drawn from his work inside Starbucks, The Ritz-Carlton, Mercedes-Benz, Airbnb, and Zappos. His new book, Get Me a Person, releases December 8. Signed, personalized copies available now. He helps leadership teams design human-centered, technology-aided experiences that build loyalty and referrals. Start a conversation about your team.
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