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.
When you apologize, is it genuine? Is this your finest hour?
Saying sorry is about accepting accountability. You repair the connection with humility and remorse.
- Establish your own version of the daily overview meeting. (Southwest’s proactive recovery: How Proactive Are You in Customer Recovery? and Does Your Recovery “Wow” Customers?)
- Ask the front line what they need to rescue customers in distress. (Can Your Front Rescue Customers?)
- Create the action plan that kicks into place when failure occurs.
About Jeanne Bliss
As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive
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