Loyal customers don't break your windows : How not to make an enemy of the consumer

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – Organizations often pride themselves on a willingness to learn from their mistakes. A bad service encounter, with the resulting negative feedback, can be turned into a positive – something to be learned from. However, while it might be relatively easy to apologize to and/or compensate someone who has written an angry letter of complaint, there's little that can be done about the aggrieved customer who just decides to walk away. Practical implications – Provides strategic insights and practical thinking that have influenced some of the world's leading organizations. Social implications – This briefing provides insights on the cultural environment and changes that need to occur to implement innovation planning methods within large enterprises. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.