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.
The delivery of products and services — and in many cases, the creation of them — is a human activity. Because we are human, we have good days and bad days. Customers get that more than companies give them credit.
When things escalate, it’s often because the blunders seem to be purposefully swept under the rug, and a company doesn’t genuinely apologize and work to make things better.
Can you bake a humble pie? Grace and wisdom guide the beloved companies when the chips are down. Not accusations and skirting accountability.
Read more:
- Your Values are on Stage When You Make a Mistake
- Can You Suspend the Fear and Say, “Sorry”?
- How Do You Recover Customer Goodwill?
- Is Your Humility Oven Lit?
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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