When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won

episode

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time not yet transcribed

▲ 0

Transcript

This episode hasn't been transcribed yet Upvotes decide what gets transcribed next — 0 so far. Sign in to upvote

Related

recent transcribed audio

Transrapid, Flugtaxis, Hyperloop – Warum es neuartige Verkehrstechnik so schwer hat 28 min · 22 Sep 2026 · Das Wissen | SWR

Las 10 de Erazno, el Chokolatazo, Parodias, Nacadas y mas 1h 25m · 22 Sep 2026 · Erazno y La Chokolata El Podcast

Cross-code immorality, Lachie Neale's strike, crowd behaviour - Andrew Voss | Across the Divide! (22.09.26) 17 min · 22 Sep 2026 · Whateley

S13 EP19: It's Exhausting Having an Opinion 37 min · 22 Sep 2026 · Parenting Hell with Rob Beckett and Josh Widdicombe

Fall in Love With the Life You Have 51 min · 22 Sep 2026 · The Candace Cameron Bure Podcast

NPR News: 09-21-2026 9PM EDT 5 min · 22 Sep 2026 · NPR News Now

Report any issue

Source

Recorded18 Sep 2026

Publisherfeed.podbean.com ↗

Handlerec:20431629

Show notes

Failure is inevitable—and as AI mediates more of the service, it’s multiplying. Joseph Michelli explains the “service recovery paradox”: why a brilliantly fixed problem can make a customer more loyal than one who never had a problem. Drawing on John Goodman’s TARP research, Qualtrics data, and Zappos’ legendary ten-hour call, he shows why the rescue moment, not the failure, is where AI-era loyalty is won—and three moves to win it.

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Sign in