The document discusses strategies for customer recovery and keeping customers loyal after problems occur. It recommends apologizing for any issues, proactively responding to resolve complaints before customers contact you, explaining what happened and the steps being taken to fix it. Companies like Southwest Airlines and Nordstrom's are cited for their focus on prioritizing customer satisfaction, even having a "Chief Apology Officer" role, and thinking about how customers would feel in any given situation. The presentation encourages focusing on the customer's perspective and needs above all else.

2. “ Do I have your attention now?”

4. Zane’s Strives for 7 WOWs

9. Apologizing at American Airlines

11. Click to add title Explain what happened and what you’re doing about it .