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Compensation for Disruptions?
How do you compensate users for any inconvenience or losses caused by service disruptions?
What strategies do you use to maintain customer satisfaction and loyalty?
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Isabella Rose Wilson
Depends on the severity and frequency of the disruptions. For occasional minor issues outside your control, a sincere apology should suffice. But for major disruptions or repeated problems on your end, offering discounts, credits, or some other goodwill gesture would be wise to maintain customer trust and loyalty. Having a pre-planned 'crisis kit' of make-good offers is smart.
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@zhiqi_shi I agree, but how should we decide whether to compensate full or partial amount? Any standard practice or methods?
@veeresh_devireddy Unfortunately, there's no standard approach for this, but more specific user segmentation is definitely better-for instance, early adopters and core users.
I think it depends on the disruption, because some things cannot work not because of your fault. E.g. the 3rd party provider can mess something on your side. In that case you apologise but if the fault is on your side, you should have some "crises kit", e.g. offer discount or gift card or so.
At the early stages of a startup, all means seem suitable because this is essentially one-on-one communication with users. When you are already creating a company with regulations, you need to make different compensation levels. From the point of view of simple mathematics, compensation cannot be greater than the client's LTV.