Rebound
Turning Service Failures into Customer Devotion
The service recovery paradox is one of the most under-leveraged forces in business: a well-handled failure creates more loyalty than a flawless experience.
Brad teaches teams how to design recovery into the operating model — not as exception handling, but as a deliberate loyalty engine.
Best for
Customer experience (CX) teams, account managers, and hospitality/service industries.
Key takeaway
How to capitalize on the "service recovery paradox" to turn operational errors into deep customer loyalty.
What your audience will learn
- Map the five-stage Rebound framework to your most common failure modes
- Empower front-line teams to recover in the moment, not after escalation
- Capture and convert recovery moments into testimonials and referrals
- Build the internal metrics that reward great recovery, not just prevention
Ready to bring Rebound to your event?
Every keynote is customized to your audience, industry, and strategic priorities — with pre- and post-event resources for your leadership team.
Get Brad's monthly culture brief.
One short email per month — field-tested ideas on culture, engagement, and leadership. No spam. Unsubscribe anytime.
By subscribing you agree to receive monthly emails. Unsubscribe anytime.