Ishma

[Ishma @ManishNCX]

Recovery done well builds more trust than no problem. 🤝

Day 5: defining grievance — when recovery never reached them. What's your acknowledgment time?

Follow for one Dismantle idea a day.
Full chapter: https://t.co/Pgbo69OExE

[Ishma @ManishNCX]

Nobody remembers the mistake. Everyone remembers the recovery. 🎯

Sam paid ₹5.2 lakh himself after a bogus claim reclassification — then watched two paths unfold.

Day 4 of 90 from my book Dismantle.

Thread 🧵👇

[Ishma @ManishNCX]

The numbers, reviewed weekly: 📊

• Acknowledgment TAT under 2 hours
• 4A score ≥3.5/4 on 20 sampled cases
• Post-recovery 90-day retention ≥85%

Insurers skipping the 4As lose four-policy customers at 15% a year. 💸

[Ishma @ManishNCX]

Sam paid ₹5.2 lakh after his claim was reclassified. Path 2: callback in 2 hours, fix in 24 hours — and he told the whole office. A problem fixed well buys more trust than no problem. Day 4 of 90 from Dismantle. #ServiceRecovery #CXLeadership. Views personal; stories fictional.

[Ishma @ManishNCX]

Full chapter with the Fig 5.1 handoff diagram: https://t.co/Rded9MvjWL

What's YOUR handoff count — the number of links behind your top promise? 👇

Follow for one Dismantle idea a day. 📚

[Ishma @ManishNCX]

Nine words on Nina's screen: "Ready at 7:52 PM." 🍕

Fourteen handoffs behind them. Service is not the smile — it's whether those nine words stay honest.

Day 3 of 90 from my book Dismantle.

Thread 🧵👇

[Ishma @ManishNCX]

Metrics that matter — the outputs, not the activity: 📏

Handoffs per request ≤ 2. First-time-right ≥ 92%. Cycle time ≤ 18 days.

Error caught ≤ 24 hours. Wait ≤ 2 min on call. First-contact resolution ≥ 80%.