<p>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 &amp; ensuring organisations learn from service failures. </p><p>To connect with Gerry, head to LinkedIn – <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/gerryhbrown/">https://www.linkedin.com/in/gerryhbrown/</a> </p><p>To find out more about The Customer Lifeguard head to - <a target="_blank" rel="noopener noreferrer nofollow" href="http://www.thecustomerlifeguard.co.uk/">http://www.thecustomerlifeguard.co.uk/</a> </p><p>To buy Gerry's book - <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131">https://www.amazon.co.uk/When-Customer-Wins-Nobody-Loses/dp/1985150131</a> </p><p>For more information about Holt CX Consultancy &amp; the services offered, please head to <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.holtcx.co.uk">https://www.holtcx.co.uk</a> or follow Chris on LinkedIn at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.linkedin.com/in/chrisholt8">https://www.linkedin.com/in/chrisholt8</a></p>