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Issue 63 - 04 | Decide to Say Sorry: The “Peace Process” for Growing Your Business
By Jeanne Bliss Published Oct. 15, 2009 12:56 a.m.

“How you apologize is your humanity litmus test. Let’s face it, at some point; your business will suffer a failure that disappoints customers. 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. Grace and wisdom guide decisions of beloved companies toward accepting responsibility and resolving the situation when the chips are down—not accusations and skirting accountability. Repairing the emotional connections well is a hallmark of companies we love. It makes us love them even more.”

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About Jeanne Bliss | Jeanne Bliss pioneered the Chief Customer Officer position, holding the role for over twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda, and Microsoft. Since 2002 she has led CustomerBliss, a leading customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and co-founder of the Customer Experience Professionals Association. Jeanne Bliss is the bestselling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.

www.customerbliss.com

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