One of the biggest failures in most businesses today is the inability to anticipate, communicate and handle uncertainty.
Be it a delayed package or a temporary system disruption - customers are more likely to be understanding if a business is transparent about it’s shortcomings and takes genuine ownership of them.
It's a pity, as there are so many missed opportunities when you add them all up.
Great customer experiences is about sweating the small exchanges as much as the big grand gestures.
If anything, it’s more important.