There’s a curious trend in some of the “above and beyond” emails we’ve received.
People seem ecstatic when something goes wrong, and the company fixes it, even if there’s no way it should’ve happened in the first place.
We recently read somewhere about how some survey found that customers who have a bad experience but then get their problem solved come back 2.5 times more loyal than customers who never had anything go wrong. Of course, now we can’t find it. Can you, research monkeys? (That number might be wrong, too, but it’s what stuck in our head). — BEN POPKEN
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