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 is the author of I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad. She learned firsthand about the customer bond while working as a customer service pioneer at Lands’ End under founder Gary Comer. She went on to hold the chief customer position at Allstate, Coldwell Banker, Microsoft and Mazda. Today her firm, CustomerBLISS, consults with companies around the world, teaching and guiding them to honor both the people who work for them and those who buy from them every day. Her first book, Chief Customer Officer (Jossey-Bass, 2006) was based on 25 years of reporting to the CEOs of five major corporations. You can learn more at customerbliss.com.
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