At some point, your business will suffer a failure that disappoints customers. Your apology and recovery – proving “We want you back” to your customers – is your opportunity to make amends. Your actions create a story about how you treat your customers. And customers will tell the story.
How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. Are you able to table the corporate response and deliver one that connects on a personal level?