Evidence in Practice
Real experiences examined through Organizational Change Management. What happened, what the evidence supports, and what organizations can learn.
Featured case · Latest published
The card was restored. The relationship was not.
Capital One / Discover
After roughly six weeks without normal use of a primary credit card, access was restored and Capital One provided a substantive explanation. The customer still downgraded the relationship. The case separates operational recovery from relationship recovery.
Read the case studyThe delivery recovered. Customer confidence did not.
PODS
A commercial customer saw a container marked delivered before it arrived. A supervisor improved the delivery outcome, but the customer reported lost confidence. The case examines status accuracy, ownership and the limits of recovery.
Read the case studyNo response received in time for publication.
The bag returned. Recovery still crossed disconnected boundaries.
British Airways / Heathrow
A passenger had to connect baggage tracing, support and reimbursement channels. The bag was returned, while the reimbursement remained unresolved in the documented record. The case examines recovery across organizational boundaries without establishing the precise cause of the delay.
Read the case studyNeither organization responded in time for publication.
A local leader helped recover what the systems could not.
Enterprise Rent‑A‑Car
Contradictory commitments and a missed pickup cost a customer time and money. An area manager’s personal response mattered more than reimbursement. The remaining question is whether local learning reaches the systems behind the failure.
Read the case studyNo response received in time for publication.
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Written response and factual clarifications reflected in the case.