Tag Archives: apology

WOM Tip #223: Owning your mistakes is just as remarkable as fixing them

Blue Bell Ice Cream has had a rough year with food contamination and massive recalls. But what has been unique about this company’s misfortune is the outpouring of support from Blue Bell fans and employees. People really love this company. And Blue Bell has made it easy to see why with their open and authentic…

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Give them your heart… and then your head

This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. See the original post this is adapted from and more like it on his blog. Clients have high expectations of us and rightly so. And I think that most companies (and employees) bust a hump to meet and exceed…

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When things go wrong, customers see you in the recovery

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer…

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Does your apology mean anything to your customer?

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Remember when you were a kid and your brother or sister punched or pinched you? Sure, he or…

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Five actions worth repeating: The apology peace process

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Companies that are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a…

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Repair the emotional connection when things go wrong

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes…

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3 better ways to handle your mistakes and earn word of mouth

[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] People love to talk about when businesses mess up. It’s why stuff like Twitter hacks go viral (and why some companies even fake them)….

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