Are you ready for the day when something like a product recall happens to your company? Put as much forethought into planning customer experience recovery as you do planning IT and natural disaster recovery. Here are some questions to ask yourself up front. What are the early warning signals to tip off a potential crisis? Who are the cross company members of a "customer recovery" unit to brainstorm solutions? Are you nimble enough to spring into action, identify the issue, plan a recovery, and implement within a day? How about within hours? That's what your customers expect and deserve.
Source: Chief Executive, http://www.chiefexecutive.net