Earlier this week some 7m customers were affected by the service outage at O2 and the network issues at RBS Group are still having an impact on some of its customers.  It is crucial that today’s businesses have the capability and culture to accept blame and acknowledge to its customers that things do and will go wrong – it is part of life.  But having the power to provide clear lines of communication between the organisation and its customers is crucial if organisations are to recover from these difficult situations. 

And to those on the front-line dealing with customer frustrations and anger – recognising the contribution these people make in rebuilding the brand and engaging the customer cannot be forgotten.