Sometimes, fixing a mistake by owning up to it and making proper and public restitution for it is even better than not making a mistake at all. A great decision by a truly Internet-savvy company. The author is correct: it’s free marketing.
Ryan Markel is a career customer success professional with over two decades of experience. He is Customer Success Lead at WordPress VIP, where he works continuously to improve the customer experience and provide guidance and support to other support professionals.