Your Customers Can Forgive a Delay. They Can't Forgive Being Left in the Dark. #ecommercebusiness
In this concise monologue, Lara Guevara argues that the primary factor determining whether a product delay harms a customer relationship is not the duration of the delay but whether the seller informs the customer proactively. She emphasizes that the same delay can lead to vastly different outcomes depending on who communicates first. The root cause of failures, she claims, lies in internal information routing—ensuring that the team responsible for customer communication learns about the delay as soon as the business does—rather than a deficiency in customer experience (CX) skills.
Chapters
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