Why AHT is the wrong metric and what to measure instead | Gerry Brown | Ep 43
Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures.
To connect with Gerry, head to LinkedIn – https://www.linkedin.com/in/gerryhbrown/
To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/
To buy Gerry's book -…
The skinny
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