The March 2021 edition of
The Insights Review, produced by the Internal Consulting group (ICG), is out now. ICG is a global network of consultants, with the goal of aiding professionals in their career effectiveness and development.
The Insights Review is a collection of abstract reviews of relevant ‘open published’ perspectives and research reports. The abstracts allow you to scan quickly for the most relevant content, and include links to the full articles.
Article of the MonthArticle of the Month for March 2021 is 'When molehills are worse than mountains' –Strategy&
From the abstract
This article seeks to highlight the serious large service problems that are usually picked up in customer feedback. The research shows that multiple ‘microfailures’ can be a bigger driver of customer churn than larger service breaches that actually stop the core service being delivered. This is because microfailures (e.g. a glitchy entertainment system, uncomfortable temperature, or a seat that won’t fully recline on a plane) often result in the customer feeling reluctant to complain as this could be seen as ‘making a fuss’ and/or would not result in any positive change/outcome for them. Conversely, when a significant service failing occurs (e.g. lost luggage or being bumped off a flight) customers typically complain, providing an opportunity for the service provider to demonstrate empathy, show remorse, and rectify the situation. These ‘moments of truth’ also allow the brand to both form a lasting positive impact with the customer and systemically improve service. There are more layers to the consumer behavior explained in this article, which is worth a read.
We hope you enjoy reading it and please do get in touch with any comments and suggestions.
Read the Mar 2021 edition