Loyal customers don't break your windows

Abstract

PurposeReviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.Design/methodology/approachThis briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.FindingsOrganizations often pride themselves on a willingness to learn from their mistakes. A bad service encounter, with the resulting negative feedback, can be turned into a positive – something to be learned from. However, while it might be relatively easy to apologize to and/or compensate someone who has written an angry letter of complaint, there's little that can be done about the aggrieved customer who just decides to walk away.Practical implicationsProvides strategic insights and practical thinking that have influenced some of the world's leading organizations.Social implicationsThis briefing provides insights on the cultural environment and changes that need to occur to implement innovation planning methods within large enterprises.Originality/valueThe briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.