Everyone once in a while a person or organization makes a big mistake. Customer satisfaction takes a hit and the problem goes viral in the press and on the internet (blogs, social media, websites, etc). Why this is important and what to do about it (how to recover) is covered. Three examples are reviewed: Tiger Woods Infidelity scandal, Toyota Recall and Safety issues and the Roman Catholic Pope and the child sex abuse scandal. Videos of apologies and action plans are included in the article.

Lessons can be learned from the Tiger Woods Infidelity and Car Crash saga that would benefit customer satisfaction management and executives. Customer Satisfaction principles and best practices can be used to explain Tiger Woods descent. Unfortunately, the fix to these reputation problems will not be easy to manage. Can his reputation be mended?

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