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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.”

About Jeanne Bliss | Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is now the President of CustomerBliss, where her clients include AAA, St. Jude’s Children’s Hospital, Johnson & Johnson, The US Postal System, and Brooks Brothers. She 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. Would You Do That to Your Mother? is Jeanne’s fourth book.

http://www.customerbliss.com/

View 3 other manifestos by this author

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