This is a guest post from Mitch Joel — President, Twist Image and author of “Six Pixels of Separation.” His new book “CTRL ALT Delete” was released in May 2013. See the original post this is adapted from and more like it on his blog. The competition is fierce out there. The battle for the consumer…
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…