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When things go wrong: The cost and opportunity of customer service failures

As consumers, we’ve all experienced times when things have gone wrong with a purchase or service. An online order that gets lost in the post, going to a store to find an empty shelf, or finding a rip in a new jumper. These experiences are frustrating and can turn the excitement and anticipation of a new purchase into a negative experience. I experienced this recently. As our latest lockdown was announced, my wife and I decided we needed (and deserved!) retail therapy. I chose a new pair of bas