June 15, 2010 Interview with Gaspedal I recently interviewed with Gaspedal as a Word of Mouth Supergenius (I’m truly honored!). I’ll be speaking at the Word of Mouth Supergenius conference on July 20th, 2010 in NYC. I hope you can make it. Click here to listen in! Read Full Post
June 2, 2010 5 Steps to Say Sorry with Your Values Companies customers love make lasting changes. Follow these five steps the next time you have to say sorry in a crisis and learn from mistakes. 1. Decide to say sorry. 2. Be humble and sincere. 3. Act immediately – regardless of whose fault it is. 4. Take the customer experience to heart. 5. Learn from mistakes and change. Read Full Post
April 21, 2010 Boingo Apology Kudos! An real world example of the key elements of apologizing well Read Full Post
April 13, 2010 Hire in Haste: Repent in Leisure. Creating a customer culture starts with hiring. You’ve got to know your higher purpose in customers’ lives. You’ve got to know what you stand for. And you’ve got to know what type of environment you are creating. Read Full Post
