Truehoop is one of my favorite sports blogs.  Written to cover the NBA, it doesn't hurt that the author, Henry Abbott, is an unapologizing Portland Trailblazers fan.  One of the things that has made Truehoop the starting place for any news covering the NBA is Henry's weekday "bullets".  Essentially, he does all the work of finding relevant articles, blog posts, etc., commenting on them and giving me the links to the full text.

In my last post, I used Nike+ support as an example of a company that really gets the nuance of service recovery. I finished my experience with them happy, even though they actually didn't even fix my initial problem. I guess I'm a sucker for the little things. Now let’s use LinkedIn as an example of a company that missed an opportunity to further cement my support (I remain an unabashed fan)....

The impact of service failures depends largely on the way recovery happens. At a base level, it is often not the mistake that makes us tell a dozen people about the experience, but what the company or organization does to recover. There is reasonable evidence (this Journal of Marketing Research article, for example) that what is deemed as exceptional recovery can, at times, create more loyalty with the customer than if nothing went wrong in the first place. Let’s use Nike+Ipod as an example, as this is a product and venture between Apple & Nike that I love.