StillAlive ….. The Future


It has been fifteen months since Cogneto announced the acquisition of StillAlive. During the intervening period StillAlive has embarked on a program of improvement and investment. Winston Churchill- once wrote "To improve is to change; to be perfect is to change often". Although we know we have yet to reach perfection, the changes we are implementing in the business are designed to bring us closer to this lofty goal.

New Future

Cogneto acquired StillAlive as we felt it was a strong established business, in a growth market with an Industry leading product. Fifteen months in, we believe that these initial suppositions are proved to be correct. As part of this evolution of change we felt that StillAlive needed a proper direction. Today we are very proud to launch the new roadmap for the service.

New Features/Our Roadmap


Over the last number of months, most of you will have noticed some performance improvements and we now able to provide you with our public roadmap for StillAlive. As a management team our commitment to you is to continuously innovate and improve our app, our goal here is to make your work life less complex and more productive. StillAlive will, over the next 12 months, be launching integrations for services like Slack, HipChat, JIRA, Assembla, Pivotal Tracker, along with new features such as test failure re-checks, geographic checks and integrations for tools such as OpsGenie, DataDog, PagerDuty as well as an overhaul of our UI/UX and much more. Our request to you is simple: talk to us- let us know what you want. Our roadmap is here, let us know what you would like to see on it.

Vision

Growth

Roadmap

New Leadership and New Investments

To make this road map a reality, the first change we needed to make was to the structure the personnel inside StillAlive. Today Cogneto’s leadership team is firmly rooted in Dublin, Ireland- we work in close quarters and have a strong philosophy around collaboration as a means to success. We have invested heavily in our engineering and design capability opening up offices alongside our Dublin HQ in Krakow in Poland. The biggest asset a business has is its team and this is where we’ve made our most significant investments to date. As far as our roadmap is concerned we are now is a position to walk the walk and realize our roadmap- not just talk the talk !!!! 

New Pricing

To fund these investments and bring us in line with prevailing competitive market rates StillAlive will be announcing price increases over the coming weeks across our plans. Although nobody likes getting a price increase, it does come hand in hand with the investment we’ve made in the current roadmap development and its ongoing development, and the investment in infrastructure to improve quality of life, and to support the features coming. Cost wise, StillAlive remains highly competitive against our competitors- this new price point however allows us the flexibility to innovate and improve our application thus bringing additional value to our clients in tandem.

... Lastly, and on a Personal note

As CEO, I’d like to thank you for your ongoing custom and loyalty to StillAlive. StillAlive has embarked upon a mission to become the market leader in web application user testing. Over the coming years we commit, to you, to deliver the very best product, features, support and service that we possibly can. So, to conclude, welcome to the coming future of StillAlive the real work starts here.






About the author   

Paul Keegan CEO of Cogneto

Introducing…..The new Point DNS


New Features/Our Roadmap


Over the last number of months, most of you will have noticed some performance improvements and we now able to provide you with our public roadmap for Point DNS. As a management team our commitment to you is to continuously innovate and improve our app, our goal here is to make your work life less complex and more productive. Point DNS will, over the next 12 months, be launching integrations for services like Slack, HipChat, JIRA, Assembla, Pivotal Tracker, along with new features such as slave records, zone back-ups, DNSSEC, fall-back records, and monitoring tool integrations for your DNS uptime monitoring as well as an overhaul of our UI/UX and much more. Our request to you is simple: talk to us- let us know what you want. Our roadmap is here, let us know what you would like to see on it.


Vision

Growth

Roadmap


New Leadership and New investments

To make this road map a reality, the first change we needed to make was to the structure the personnel inside Point DNS. Today Cogneto’s leadership team is firmly rooted in Dublin, Ireland- we work in close quarters and have a strong philosophy around collaboration as a means to success. We have invested heavily in our engineering and design capability opening up offices alongside our Dublin HQ in Krakow in Poland. The biggest asset a business has is its team and this is where we’ve made our most significant investments to date. As far as our roadmap is concerned we are now is a position to walk the walk and realize our roadmap- not just talk the talk !!!!

New Pricing

To fund these investments and bring us in line with prevailing competitive market rates Point DNS will be announcing price increases over the coming weeks across our plans. Although nobody likes getting a price increase, it does come hand in hand with the investment we’ve made in the current roadmap development and it’s ongoing development, and the investment in infrastructure to improve quality of life, and to support the features coming. Cost wise, Point DNS remains highly competitive against our competitors- this new price point however allows us the flexibility to innovate and improve our application thus bringing additional value to our clients in tandem.

... Lastly, and on a Personal note

As CEO, I’d like to thank you for your ongoing custom and loyalty to Point DNS. Point DNS has embarked upon a mission to become the market leader in managed DNS services. Over the coming years we commit, to you, to deliver the very best product, features, support and serviceIt has been fifteen months since Cogneto announced the acquisition of Point DNS. During the intervening period Point DNS has embarked on a program of improvement and investment that today reaches a significant milestone with Point DNS relaunch and rebrand. Winston Churchill- once wrote "To improve is to change; to be perfect is to change often". Although we know we have yet to reach perfection, the changes we are implementing in the business are designed to bring us closer to this lofty goal.

New Look

Cogneto acquired Point DNS as we felt it was a strong established business, in a growth market with an Industry leading product. Fifteen months in, we believe that these initial suppositions are proved to be correct. As part of this evolution of change we felt that Point DNS needed a “New Look”. Today we are very proud to launch the new rebranded www.pointhq.com after all, an excellent product should have an excellent web presence that we possibly can. So, to conclude, welcome to the New Point DNS the real work starts here.






About the author   

Paul Keegan CEO of Cogneto

3 signs you should invest in a status page



Business is tough, your competition can be ruthless, and communication with each other has drastically changed. Whether you operate under a B2B or B2C structure, communicating to your customers, investors and the press can be challenging. Social media has increased these challenges through the immediacy of news and its proliferation, especially when a issue arises with your business.

Offering a status page to your stakeholders may be the solution. A status page is a page that reports downtime and other metrics to your customer's,employee's and stakeholder's. Essentially acting as PR machine your status page becomes “a strategic communication process that builds mutually beneficial relationships between you and your stakeholders.”

Most status pages can be set up in less than 5 minutes, so it is not a momentous task to undertake. Here are some signs you might need to invest in a status page for your company.

Unprepared for crisis situations:

Downtime is that special time in company's life when all your customers want to talk to you, your inbox fills up, and your phone won't stop ringing. All while you are trying to fix the issue that caused the downtime. Suddenly realize that you are unprepared this crisis situation and while you want to respond to everyone personally you cant do both at the same time. Downtime happens to every business of every size, if you do not have a preemptive strike planned for when this occurs you need a status page.


Inconsistent dissemination of information



If the person responsible for updating your customers during a crisis is also the person responsible for fixing the issue that caused the crisis. This will lead to a inconsistency of emails, irregular tweets or posts on social media and all lead very confused and angry customers. If you do not have dedicated resource for keeping everyone up to date when a crisis occurs you need a status page.

Unrealistic expectations for Social Media: 

If you are relying on your social media profiles to keep your customers up to date when a crisis with your company occurs YOU NEED A STATUS PAGE. A  crisis can occur at any time of the day or night and unless you have someone who can update your social media profiles 24/7/365 your expectations are unrealistic. Add to this the fact that the fans/followers of your social media profiles are not going to see every update you post, (that is unless you are going to pay to promote every update for every profile). Suddenly you realize expecting social media alone to keep your customers informed will only lead to very frustrated customers. By using a status page you can update your customers  via email, sms, twitter and a variety of webhooks ensuring even those who don't use social media are kept aware of what is happening.

There are a ton of great companies using status pages including Emarsys, Emailage, Concur, Michigan State University, and of course Cogneto (owners of StatusHub.io). If you don’t have a status page for your SaaS product, I hope I’ve convinced you to join the ranks of these great companies.

If you would like to set up your own status page. You can avail of a 14 day free trial when you sign up with StatusHub.io today.


StatusHub Case Study - Telenor Digital



For  online companies with no status page should be aware that while your social media channels, and your  shiny new marketing awards are great they wont save your ass when a problem happens and it is not communicated effectively with both your staff and your customers. A fact that Telenor Digital is well aware of.


Telenor is a Norwegian multinational telecommunications company headquartered at Fornebu in Bærum. As one of the world's largest mobile telecommunications companies it has operations in Scandinavia, Eastern Europe and Asia. Telenor Digital is a community with Telenor that exits to shape the company's digital future. With a staff of over 150 employees their work is key to transitioning Telenor into an Internet Leading Telco.

As the home of Telenor’s high-tech development house, they create globally scalable solutions within next-generation communication services, cloud services, eCommerce, and the “Internet of Everything” for various business units around the globe, with Asia currently being their largest customer base.

In doing this, Telenor Digital enables the global distribution of their own and third party services and also support new ventures within digital entrepreneurship.

Telenor Digital had been developing their own in-house availability monitoring solution, however due to time spent on this project, it was felt an off the shelf product would offer a better experience. 

In finding a similar system, they required a service that could offer stability and a level of support availability that would allow them to investigate issues as they needed. Another requirement Telenor Digital had for the availability monitoring solution, was a service they could set up, that did not need to adjust to suit their needs.

The Engineering Productivity team was responsible for finding the software that could meet these needs, having reviewed available solutions they found that some were very expensive and others required customisation in order to fit their needs. This is when they found StatusHub.

How did StatusHub help?

As the team responsible for providing systems and tools for the DevOps-y teams. The Engineering Productivity team were tasked with finding a suitable availability monitoring service. Their search lead them to StatusHub.

One major benefit for Telenor Digital is that StatusHub and PagerDuty are easily integrated. They were delighted with how little time it took to set up their "StatusHub".  By displaying the page on screens in their office, everybody can see the status of the company at a glance.

Results, ROI & Future Plans 

Since implementing StatusHub, Telenor Digital noticed that they are able to measure impact of service availability more precisely, partly due to displaying their "StatusHub" on screens around the office. This has allowed service managers to take more control when issues arise, ensuring that they offer customers a higher level of availability.

Why should you use StatusHub?

The unfortunate reality about running any online business is that every now and again you are going to suffer some downtime;
  • Bugs in production;
  • Networking issues
  • and over 100 other little things that can go wrong throughout the lifetime of your business
If you don't handle this with the grace of a dainty little butterfly your customers and ultimately your bottom line will suffer.

As customers ourselves we have all suffered this before with products and websites we use regularly and the lack of communication is infuriating, which can lead you to never recommending them to your friends and possibly even switching to one of their competitors. This is not something you want your customers to experience with your brand.

Make StatusHub your experience revolution.

With StatusHub the good news is unexpected issues don't have to be a customer service disaster. StatusHub allows you to embrace transparency during these times which will lead to your customers forgiving you for any inconvenience caused. StatusHub gives you your very own "StatusHub" offering you a always up and always on way of communicating with your customers. This incredible tool allows you to build a world class customer service experience. 

With your "StatusHub" you can communicate with your customers about; 
  • the status of your service and its independent parts
  • planned and unplanned maintenance 
  • and incidents about downtime 

Another cool thing your "StatusHub" can hook up with some of the tools you may be already using such StillAlive, PagerDuty, VictorOps, UptimeRobot and Pingdom allowing you to automatically update your "StatusHub". Keeping your customers up to date with issues as and when they happen.

If you'd like to learn more about statushub for enterprise, visit our site.

StatusHub Updates: New Relic, JIRA and Platform Wide Updates



Over the last few weeks we have locked ourselves away in the cogneto cave putting our nose's to the grindstone and drinking copious amounts coffee to ensure that we continue our push for improving what not only StatusHub does but how it works for you.

Finally we are delighted to release some exciting changes that we feel will go a long way to improving your experience with our service and how you engage with your customers.

JIRA

This first change is the one we are most excited about. Over the last while we have wanted to offer our customers a way of being able to report issues with their services to statushub while they were recording them internally. Thanks to this new feature you can now create an incident for statushub within JIRA and link it to an existing JIRA issue.

How to integrate Statushub with Jira

https://spoke.cogneto.co/hc/en-us/articles/211993645

New Relic

Pingdom , VictorOps , Uptime Robot , PagerDuty , PRTG , and Nagios are all monitoring tools that have been able to connect to your statushub since we acquired StatusHub early last year. Now we have added New Relic to this growing list.

How to integrate Statushub with New Relic
https://spoke.cogneto.co/hc/en-us/articles/211941105

Platform Wide Updates

Platform Wide Alerts or Disaster Mode as lovingly call it. Is a quick and easy way to notify subscribers when disaster strikes and multiple services are affected by the same serious problem. Once enabled StatusHub will add a large red notification bar to the top of your page. Also StatusHub will notify all your subscribers of the issue even those who would normally miss notifications to the affected services, due to being only subscribed to a sub-set of your services.

How to use Platform Wide Alerts

https://spoke.cogneto.co/hc/en-us/articles/211363969-Platform-Wide-Alerts


As always, you can add your $0.02 to our Community Feedback section of our knowledge base and even request your own features , which will be added to our Deathwish Coffee pouring sessions. If you've not been checking out our roadmap to see what we're working on next, please visit http://statushub.io/roadmap.


Originally posted on blog.statushub.io

Your Friday Inspiration: Product Launch Failures and How you can avoid them.


The start of a any project is an exciting time. You’ve goals are agreed and mapped out, for what will be an awesome new website or application — except that is not always how it turns out. Sometimes, despite your careful planning and best efforts, a project will fail.  I have taken a look at what I believe are some of biggest project failures over the few number of years.
London Olympics 2012
In June 2011, the Olympic committee announced 2.3 million tickets would be available for purchase for the 2012 London Olympics. As excited fans from around the world rushed the site to purchase tickets to their chosen events, they where soon met with "Sorry, we can not process your request at this time". The website had failed because poor planning meant it could not handle the rush of visitors. 
London had gone to extraordinary lengths to win and host the Olympics, only to have its website crash when it opened its doors to the public. Something that could have easily been avoided with the right planning and preparation. 
ObamaCare

ObamaCare is the pinnacle of failed website launches. All you have to do is Google "failed website launches" and resulting search will fill page after page of how ObamaCare became the chagrin of the Obama administration.
Healthcare.gov was launched in October 2013 and was designed to offer a single trusted point of information and transparency about the health insurance market. It was designed to allow consumers review health insurance plans and get the best value for their healthcare plan needs. The creation of the website was a requirement of the Patient Protection and Affordable Care Act that President Obama signed into law in March 2010.
On the day Healthcare.gov launched it experienced a combination of high demand and technical glitches both of which overwhelmed the online system early in the day. According to Health and Human Services spokeswoman Joanne Peters, more than one million people had visited HealthCare.gov on the day it was launched which was five times more users than have ever been on the Medicare.gov at one time.

It is thought that 2.8 million visitors alone was able to cause the website to fail according to US administration officials. The site was created to provide assistance for over 30 million people.

Tetris


Developed in Moscow in 1984 Tetris was the first entertainment software to be exported from the USSR to the US. Since this time it has been available on almost every games console and mobile phone. It one of few games that became a huge part of popular culture. So how can it be considered a such a dismal failure?

The reason I would consider Tetris a product launch disaster concerns the secret battle between Nintendo and Atari. Long before Tetris became such a huge part of pop-culture, every software manufacturer that encountered Tetris, quickly realised the games massive potential and everyone wanted a piece of the action.
Everyone wanted the rights to produce the game for their console including the two biggest heavy hitters at the time Atari and Nintendo.

In theory Atari won the race; they got approval to mass-produce the game long before Nintendo got to the table. But there was a problem; they were negotiating with the wrong person. Nintendo may have been late to the game but they rapidly identified the “go-to” guy and began negotiating in earnest and won the deal after some unpleasant legal wrangling.
Unfortunately by the time Nintendo was finally crowned the victor, Atari had already manufactured over a quarter of a million games. On losing the case Atari were then faced with an expensive and embarrassing obligation to dispose of all their Tetris game cartridges. A mistake that cost them millions of dollars.

So while Tetris may have been a major success for Nintendo it also represents a massive disaster for competitor Atari who failed to do their research properly and eventually missed out.

Mark's and Spencer

In November of 2011 H&M was ready to launch it new Versace Collection. Loyal customers looking to purchase the new Versace Collection from H&M's website were greeted with a message saying "We’re sorry, we are experiencing large number of visitors at the moment, please try again later."

The "Try again later" message is the last thing this retailer's avid fans wanted to read. Given that most of the retailer's designer lines are smash hits. It was poor planning on H&M's behalf not to have prepared it's website for the outstanding sales and interest?

Blame it on the boogie

Leaving the ‘who’ aside here for a moment to look at the issue, website failures are not an uncommon event. A new website or online resource is launched whose aim is to engage people in a self-service/online manner to in order to reduce footfall traffic to office or retail stores. Think back to the last time you tried to buy a ticket for the hottest show coming soon on Ticketmaster and you will know exactly what this is like; the website becomes unresponsive, grinding to a halt or ‘falling over’.

With the combined experience of everyone at Cogneto, we have dealt with everything from online store launches, to utility companies relaunching their customer management portals to financial institutions launching new portal sites. And often, the results are the same despite best advice. The website took a pasting much like a Conor McGregor opponent.

So why does this happen and do people allow it to happen?

Let me be crystal clear here. No-one ever deliberately wakes up on the morning of the launch of a new product where a significant financial investment has been made and consciously says “Hey, who cares if it fails as the boss looks on.” It is utterly naive to also assume there’s a level of carelessness about these kind of failures. What in actuality has happened is down to usually one of two things;
  1. Poor planning 
  2. A lack of tools

The Million Dollar Question: ‘How to you stop it happening?’

Planning is key. It is merely not enough to meticulously plan the content and functionality of your online resource. Nor is it enough to make sure you’ve enough compute, disk IO and network traffic availability. Most of the failure stems from the omission to include a plan to test these resources under load. This form of testing will demonstrate several things:
  1. The performance of your infrastructure design to handle the incoming flood/waves of requests for pages 
  2. Whether your network can handle what could inadvertently become a by-product unwitting DoS attack on your network and compute resources due to the nature of the content being served 
  3. How interactive portions of the site that process input (i.e. forms) perform while a mass of simple webpage requests are going on 
  4. Where optimization under load is needed for the content being served. 
  5. How your scaling technology or ability to scale on the fly works (if it works at all) 
The second key is understanding that in today’s landscape of commodity compute services, there are tools available for this and services using these tools available.

Won’t somebody please think of the Children?



At Cogneto, we’ve been involved with large scale website launches where using our Smasher product, we’ve handled the performance and load testing of interactive and passive parts of sites. We have completed testing at various user loads; simultaneous waves of registrations, ramped up page request loads across ‘hot’, ‘tepid’ and ‘cold’ content on the site (‘hot’ being the most likely hit content, with ‘cold’ being the most infrequently hit content). All of which was able to kick back great performance metrics and alerts on what was going on with resource requests from the application layer.

If you’ve an upcoming web project launch or an existing one you’ve concerns about, please get in contact with our Smasher team today, and we can help you avoid the front-page woes.

Trust what is it and why does it matter?

Source: http://www.wsj.com/video/arrow-meets-apple-in-william-tell-comic/2BF841CD-58C2-4967-8E2A-AAC267B07EB7.html

Trust lies at the heart of almost everything we do everyday. which is hwy when our trust is lost we can feel betrayed, angry and even taken for granted.

But is trust and why do we hold it so dear?

Trust can be defined a reliance of the integrity, strength, ability or certainty of  a person, product or service. - Dictionary.com
Looking at this definition we can safely assume that trust is not about a matter of technique, a trick or  tool to be used, but a matter of your character.

Trust is like blood pressure, silent and vital to good health but when abused can be deadly. - Frank Sonnenberg

Taking a look at this as a whole it becomes clear that before a company can earn a customer's business, they first must earn their trust.  After all research has shown that the most-trusted companies have higher revenues, profitability and shareholder returns. So what do we need to do to inspire our customers to trust us.


Take for example the last time you went into a shop you'd never been in before.  You walk in and begin to look around.

Within seconds you have already began to make a series of quiet evaluations. As you wander around, picking things up, you have already thought about how the prices compare to what you’ve seen elsewhere. You have asked yourself what is different about the merchandise, is it clever or tasteful or unique. But there are other, less overt ways that you have been evaluating the store, as well. Looking around, you see if you’re the only customer or if the store is crowded. You notice if the displays look faded or fresh and if the staff is bored or attentive.

The results of these quick evaluations determine whether you buy something or you turn around and walk out empty-handed. The intangible qualities of the shop, the overall vibe have a huge influence on your decision to buy.

So how can we inspire trust with our customers when they shop online were they have less information to make the same decision of trust.

Stephan Delbos of Brand Embassy wrote an article for their blog earlier this year. In it he states "At one time or another, everyone buys something on the internet. For some it’s a 2:30am purchase of a waterproof radio that sticks to the shower wall, and for others it’s a simple pair of pants." So we can see at some point we have all trust one enough to make a purchase without ever seeing the product or service we were buying. So who did these companies inspire trust within us to make these purchases.

Stephan suggests that this is all down to how responsive the company's website is to our needs be this through bots or empathetic human contact. He also states that making contact with your customers is only the first step the second is how quickly we can do it. First Response Time is what he believes is key to winning your customers, by answering their questions in the shortest amount of time possible we will be able to earn their trust and eventually their custom.

While having a low first response time is great it is not the only factor behind why a customer will first you. Abby Glassenberg of whileshenaps.com points out our trust in online business is dependent on a number of factors such as :

Functionality
An indication that your online business is trustworthy is the design and functionality of the site itself. Like a cluttered and dusty brick-and-mortar store, an outdated website will not inspire confidence. You may find it hard to believe that in 2016 this advice still hasn't hit hoe for some people, but I'm sure if we all know a website that can greatly benefit from a simple redesign. However if a full redesign is not with you budget there are two things you can to that will help inspire trust in your company. The first and easiest to implement is to take a look over your site to ensure your product descriptions are free of grammar and spelling errors. The second, test the speed of your site to be sure potential customers aren’t clicking away due to long load times. 

Referrals
When customer's have to make decision to buy form a company they have never bought from before they look to other people guide us. Their experience with a product/ service can have a powerful influence over future customers.

By offering testimonials from past/existing customers directly on your site you can quickly build confidence in future customer's mind showing them it is safe to trust you and what you sell.

Consistency
Consistency proves that you can make and keep promises. If you have a blog, it should be updated on a regular basis, with this commitment our faith in you as a business can be strengthened. We as customers see that you did what you said you would do. And we trust that you’ll do the next thing, too.

But happens when you make a mistake and lose your customers trust. Can it be won back.


The short answer is yes and to prove this all we have to do is look to the car manufacturing industry.
Only last year Volkswagen experienced a major PR disaster when they had to recall over 500,000 vehicles, after sharing incorrect emissions information with authorities. Toyota had to recall of 9 million cars in 2009, Ford recalled almost 19 million vehicles in 1996, and GM’s has recalled over 30 million cars since 2010.

Despite each of these major PR disasters that may have led to the companies losing their customer's trust. We can see that they have been able to repair the damage these events have done by following these simple steps.

Acknowledging the issue

The first step to regaining your customers trust is to admit that their is an issue in the first place. As part of acknowledging the issue you should also investigate the issue. This is best done by creating a task force with a full mandate to act on behalf of the company while the crisis unfolds. Being silent or slow to communicate with the outside world can do more harm to your company than good. Once you have the task force in place they should be able to act without internal bureaucracy and, most importantly, quickly enough to keep up with the press and social media.

Apologise

Unlike OneRepublic says in their hit song, it’s never “too late to apologize. ” (If you didn’t get the pop culture reference click here)

We all learned as kids that the key to apologising is sincerity. Just like when you were a kid, apologising simply because you are forced to apologise will come across shallow and insincere.

If at all possible, meet with your customers face to face. When you look someone in the eye and say, “I’m sorry,” it is 1,000 times more sincere than a phone call or especially an e-mail.

In fact, emailing an apology note may be worse than the initial error itself. It basically reads, “I cared enough to write a couple of sentences and move on with my day.”

Also, since you have already addressed the issue, you now need to apologise for the specific error that was made. Don’t just apologise in generalisations, but apologise for the specific infraction committed. Your customer will always  hear the difference.

Rebuild your reputation

Now it’s time to get to work. Acknowledgement and apologies only go so far if no action is taken. Remember you’ve just lost your most essential brand value—trust—so anything and everything you say in the future will be questioned. Next up fix the damn problem. if you are going to recover and regain your customers trust you need to fix the problem and fix it fast.

However, you may not be able to fix the specific issue. There are times when what has been done is done. In these cases, you need to come up with a plan of action for how you will address the issue for your customers and prevent it form occurring again.

This not a time for running and hiding. This is the time to be up front, present, and responsive. Even after you have addressed the situation head on, there is still much work to be done. To be sure you have repaired the damage done you need to be prepared to astonish your customers. While it common sense that you set out to astonish all your customers, you need to sprinkle in a few extra “awesome moments” for those customers that still are not 100% sure they made the right decision in choosing you after you let them down.

Crisis or not you should always look to get to know your customer better, consistently adding insane value, will allow you to become one partner they couldn’t imagine NOT having on their team.

Final thoughts

Looking back we see that trust is the building block to every relationship we will ever have. earning our customers trust can be an emotional process which why it can take a long time to build but only seconds to destroy. However when we make a mistake that leads to losing this trust, by acknowledging the mistake and apologising for it we can take first steps on the long road to rebuilding this trust. 

 Further reading