Tag Archives: mistake

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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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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WOM Tip #478: Own your mistakes to make the solution that much better

When most companies screw something up, they want to fix the problem so fast you forget it ever happened — which is great. But sometimes, owning up to the problem can be just as remarkable as making it right. For example, before Hootsuite, a social media management tool, updated their dashboard design, people hated it….

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3 actions to earn back customer trust

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…

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Is your company humble when it fumbles?

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…

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How Disney says, “I’m sorry”

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. It’s inevitable… we’re going to make a mistake or disappoint a customer. And while Love Story might have told us that “love means never…

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WOM Tip #158: Turn “whoops” into a word of mouth opportunity

Jura is a small island off the West coast of Scotland, which many people had never heard of until it went missing — missing from Google Maps, that is. Google had somehow forgotten the island in their latest Maps update and virtually “sunk” it. One company located on the island was particularly offended by the…

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