Judgment in Crisis Simulation
What are the decisions you made?
One of the most important things in product launch is providing support for customers (Cooper, 2019). Customers can be willing to forgive bugs in a new product so long as customer support is helpful and willing to go the extra mile for customers. If the product overall is a good one and serves a good purpose, customers will likely be patient and accepting—but the company has to be on the ball in terms of responding to questions, concerns, and complaints. The company-consumer relationship is the most important thing for the company at this time, and its response to this crisis will determine the company’s reputation going forward. My decision therefore is to make sure everything possible is done to satisfy customers, thus ensuring that the brand is not tarnished.
Why did you make each of your decisions?
Brand loyalty and brand image are important to the success of almost any company. For Matterhorn Health, a disastrous product launch could undermine the long-term success of the company if the disaster is not handled well. That is why it is vital that customer support be provided and that all customer needs be met. This will go a long way towards getting the customer past the initial disappointment with the new product (Cooper, 2019).
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