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The Critical Importance of Following Through

To get yourself in the right frame of mind, here are a few stories detailing how follow-through can make or break the customer experience.

Bernie the Beer Man

Customers Say AT&T/DirecTV Isn't Following Through

This last article details how Epic Fails, Great Recoveries and Flawless Executions shape our perceptions of major businesses based on how they follow up or follow through in various situations.

Stick to the Basics

So what’s going on here? Why is it so common that customer service experiences end in broken promises? What can’t we simply follow through with what we’re doing?

Typically, it’s one of two problems; setting unrealistic expectations or forgetfulness, both of which we can work through.