Customer experience can make or break a business. A good experience can create loyal customers, while a bad experience can have people running for the hills. In fact, it takes more effort and resources to recover a customer after a bad experience than to get a new customer.

This week three companies were in the news for their customer experiences—some good and some bad. These examples teach the importance of always putting customer experience first and looking for ways to best exceed expectations.

Lufthansa Sues Passenger For Skipping Flight

Miss a flight? You might be headed to court. That’s what …
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