From time to time, even the best companies fail to deliver a great customer experience. Business is a human pursuit and mistakes are inevitable. So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right.
A research report mentioned on CNBC a few days ago caught my eye. It was about Uber, the rapidly growing alternative to a traditional taxi. Uber enables drivers to use their cars to generate income by providing rides to Uber customers, instead of using a separate, dedicated vehicle. It’s a popular example of a “sharing economy” company.