Respond to this- The second concept to be implemented is the impact of negative incidents on customer satisfaction. This concept has been selected as negative incidents can and will occur and are more impactful than positive ones (Walker, 2010). The good news is that negative incidents help companies grow and learn. When handled properly this will allow a customer to see that the complaint or negative incident has been acknowledged and corrected. Companies that handle complaints in a great way create stronger customer loyalty (Hult, 2023). This concept also correlates to the first concept since the main way to ensure success will be through our frontline employees being customer-focused, understanding a customer's emotional component during a negative incident, and being able to quickly and effectively correct the incident. Responding to social media comments or tags and customer satisfaction surveys will be another way to measure and monitor the success of this concept