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sometimes bad stuff happens even to the grapes the Ritz Carltons the Amazons the apples of the world sometimes things go south and theres a customer experience failure but what makes these companies different is they recognize that they need not resign themselves in the face of a failure like that to creating a brand terrorist or even a dissatisfied customer what they recognize is that if they overcorrect on the recovery if they knock the ball out of the park on the recovery that they can actually create a peak in the experience that eclipses the negativity of the failure itself and its been shown in studies that if you do this well you sometimes can actually create a more loyal customer after the failure and recovery than you had before so the story Im going to tell you to illustrate this I like to leave it for last because not only does it illustrate this principle it actually illustrates some of the others weve talked about things like advocacy stirring emotion and I can tell y
