The Art Of An Apology: Impacting Customer Experience

Posted by mmangen under Customer Service
From http://www.integratedmarketingsummit.com 3908 days ago
Made Hot by: AmyJordan on March 6, 2014 12:31 am

Despite best intentions, well-trained employees and detailed procedures, things go wrong. The pink sweater gets shipped instead of the blue, the gadget doesn’t work, a $50 credit is misapplied.

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Comments

Written by Arshad-Amin
3883 days ago

Apology is necessary not because you made a mistake, error but because your customer loses trust in you, in your brand the moment mistake is made and the longer you take (as a business) to realize it, the further complicated it gets, not to mention that according to an HBR Study (1) a customer that have negative experience with a business, brand told about it to 10 or more people, you don't want that happened to you right ?

any way good post and good video, keep sharing the amazing stuff :)

Reference:

1. Harvard Business Review, “Stop Trying to Delight Your Customers” by Matthew Dixon, Karen Freeman, and Nicholas Toman, July 2010

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