January 8, 2015 When Things Go Wrong, Customers See You in the Recovery When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?” Read Full Post
January 6, 2015 Does Your Apology Mean Anything to Your Customer? Apologies to customers get tossed about freely when things go wrong. But there’s more to an apology than “I’m sorry,” there’s a foundation that supports it and actions that repair the emotional connection. Does your apology have the essential components that give it meaning? Read Full Post
December 23, 2014 What Story Got Told by Your Company’s Actions? How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they want – these actions expose what you value. Read Full Post
December 18, 2014 Do You Enable Service Delivery? How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work. Read Full Post
