You can spend a lot of time designing a perfectly curated customer experience for your customers, but sometimes, things don’t go as planned.
At some point, you will screw up, and your customers will be mad at you. It’s not a matter of if, but a matter of when.
The question is: Are you prepared for when that happens?
One time I was flying back from Riyadh to Dubai on Saudi Airlines, and the lady sitting next to me ordered coffee. I guess that’s a pretty common request to have on the plane.
What was not common, though, was her finding a fly in her coffee.