Internet Failure Recovery
Let’s face it, in life no matter how hard we try we make mistakes. In the end, it is how we handle those mistakes (the recovery process) that will determine whether or not we will be successful. Handling the recovery process correctly is crucial for climbing companies since it impacts customer satisfaction and loyalty along with the company’s profitability. In the online world of forums, Facebook, Twitter and more we must be even more careful in how we represent ourselves and companies. To highlight the dos and don’ts of managing the recovery process, a colleague and I wrote the following paper featuring a case about CCH and their experience on rockclimbing.com with the hope of eventually getting it published. Although I have yet to publish it, I think the lessons here are important and it shows how much damage a post using the wrong tone can do to the company’s reputation and support even in a company-friendly environment.
