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…
Tag Archives: sorry
Give them your heart… and then your head
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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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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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Do you deliver a meaningful apology?
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. Beloved companies are not only good at the apology, they are also adept at making the other four decisions….
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WOM Tip #197: Apologize with personality
At some point, you’re going to disappoint a customer. And while you want to give them the best experience every time, mistakes also make for fantastic opportunities to earn great word of mouth. So when something’s broken, don’t just fix it. Fix it and then do something remarkable. Recently, one of Mini’s servers went haywire…
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