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…
Tag Archives: Southwest
3 actions to earn back customer trust
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Video: How Southwest uses surprise and delight to make remarkable experiences
Opportunities to earn word of mouth exist everywhere. You don’t need your customers to fill out a form or comment on your Facebook page to tell you how to make their day. You just have to pay attention to them. How? By empowering your employees to be decision-makers, to treat your customers like humans, and…
The Captain and the Fork
This is a guest post from Todd Alexander, Brand Evangelist and EVP for Kreber. I was boarding my flight from New Orleans to Chicago today on flight #1068. While I was in the jetway, I saw the Southwest Airlines Captain (Paul) leaving the plane for the terminal during his 40 minute layover. I figured he had…
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Word of Mouth Tip #46: Bad situations are great opportunities to earn word of mouth
Because our world is run by humans, it’s a given that things will go wrong. At some point, something is going to break. Maybe it’s your fault, maybe not. The details won’t matter to the customer that’s stranded, delayed, hopeless, and generally screwed. And this is the point where great word of mouth marketers separate…
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