Leaders, Treat Resistance to Change as Valuable Data. Don’t dismiss it as kneejerk pushback. When Apologizing to Customers Hurts More Than It Helps. New research finds that it can quietly damage customer loyalty.

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01

Leaders, Treat Resistance to Change as Valuable Data

Don’t dismiss it as kneejerk pushback.

by Ron Carucci

 

02

When Apologizing to Customers Hurts More Than It Helps

New research finds that it can quietly damage customer loyalty.

by Mason R. Jenkins, Mary Steffel, and Paul W. Fombelle

 

 

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