Gerry Brown joins the podcast to discuss how the moments that matter are often when things go wrong, and why great service recovery can turn a negative experience into a lasting positive impression. Gerry shares his views on the importance of listening to customers, acting on feedback & ensuring organisations learn from service failures.

To connect with Gerry, head to LinkedIn – https://www.linkedin.com/in/gerryhbrown/

To find out more about The Customer Lifeguard head to - http://www.thecustomerlifeguard.co.uk/

To buy Gerry's book -  ...