10

YOU GET ONE CHANCE, SO DON'T BLOW IT

If somebody is gracious enough to give me a second chance, I won't need a third.

Pete Rose

One of the biggest casualties of the widespread dynamic of broken customer experience is the death of the second chance.

In yesteryear, if we had a bad experience, we might come back to a vendor, store, or restaurant to see if things would be better the next time around. We would simply try a different menu item, or trust that we would encounter a different person on the other end of the phone. But in this age of an astonishing array of choices and widespread quality, it's almost always easier to just choose an alternative rather than take a chance on a second bad experience.

We reject the second chance for two ...

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