The document discusses how companies can strengthen customer relationships through sincere apologies when mistakes are made. It provides five examples of beloved companies that effectively apologized to customers:
1) Southwest Airlines proactively apologizes for any issues.
2) Netflix apologizes to all customers, even those not affected, when outages occur.
3) A hospital saw malpractice claims drop after encouraging staff to sincerely apologize for mistakes.
4) L.L. Bean empowers frontline staff to resolve issues without needing approval.
5) Intuit refunded fees and paid penalties for customers affected by a tax filing error.
The document advocates for swift, humble, empathetic and honest
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
This slideshare contains the Purple Goldfish Hall of Fame. Companies that embrace the concept of signature added value. The following brands have earned entrance into the Hall:
Class of 2014
1. Rainforest Cafe - taking care of customers with food allergies
2. Umpqua Bank - constantly reinventing the branch banking experience
3. Progressive - the immediate response vehicle that improves service and reduces costs
4. Lou Mitchells - donut holes + milk duds are two extras at this Chicago landmark
5. Caribou Coffee - a little something extra on top of your coffee and trivia
6. Nurse Next Door - handling mistakes with a bit of humble pie
7. BMW - leveraging a key insight to create a new experience, the overnight test drive
8. Hard Rock Hotel - check in and rock out with a Gibson electric guitar
9. PDQ - handwashing stations and the power of your name at this QSR
Class of 2013
1. Chick-fil-A - Mints, wipes and free refills
2. Wells Fargo - Focus on current customers from growth
3. Safelite - Clean and vacuum in addition to crack repair
4. Panera - Clam chowder and cookies for a special need
5. Apple - One to one training, engraving and stickers
6. Plaza Cleaners - Free dry cleaning for unemployed
7. Liberty Tax - Tasty snacks and kids waiting area
8. Enterprise - They'll pick you up
9. Zane’s Cycles - Lifetime service
Class of 2012
1. Mitchells - Handwritten notes
2. Pizza Shuttle - Photobooth, gutbuster pie and custard
3. Besito - Churros and worry dolls
4. IKEA - Smaland and meatballs
5. Kiehl’s - Free samples
6. Michael Lynne’s - Coffee, 24 demos and can of balls
7. Taranta - QR codes to track freshness of fish
8. L.L. Bean - Guaranteed for life
9. Peter Millar - Mints and packing detail
Class of 2011
1. Trader Joe’s - kids carts, sampling and the whale
2. Nordstrom - Splitting pairs of shoes
3. Starbucks - Bathrooms, downloads, wifi and samples
4. Disney - Alway exceeding expectations with the parade
5. Four Seasons - Walk around the desk to give your key
6. JetBlue - Leather seats, great snacks, DIRECTV
7. Izzy’s - Free mini-scoop with each scoop purchased
8. Amazon - Free 2 day shipping, books and videos
9. Whole Foods - Ice with meat or seafood
Inaugural HOF Class of 2010:
1. Doubletree Hotels - Warm chocolate chip cookie
2. Stew Leonard’s - Free ice cream with $100+ purchase
3. TD Bank - Open 7 days and longer hours
4. Southwest Airlines - ‘Bags Fly Free’
5. Five Guys Burgers and Fries – Bonus fries and peanuts
6. Zappos – Surprise complimentary upgrade of shipping.
7. Lexus – Car wash and vacuum
8. Kimpton Hotels – Lonely travelers get some ‘Guppy Love’
9. AJ Bombers – Free peanuts delivered by P-nut bomber
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits an...Stan Phelps
A blue goldfish is any time a business goes leverages technology, data and analytics to do a "little something extra" to improve the experience for the customer. Are you using info-sense to win profits and prophets?
For information on keynotes and workshops, reach out to speaking@purplegoldfish.com or call 919.360.4702.
About Kleeneze
Kleeneze distributors go door-to-door delivering and picking up catalogues from households, taking orders and then dropping off their customers’ products. They earn money for every order placed and can also build a team of fellow distributors to further boost their earnings. For Free info pack at http://www.mykleeneze.co.uk/raymondwhittaker
The catalogues feature over 2,000 products ranging from everyday essentials to innovations that you never knew you needed.
Kleeneze has over 12,000 distributors across the UK, Ireland and parts of Europe. The company estimates that its distributors visit 2.5 million homes every month, delivering over 10 million catalogues and generating over half a million orders.
This slideshare contains the Purple Goldfish Hall of Fame. Companies that embrace the concept of signature added value. The following brands have earned entrance into the Hall:
Class of 2014
1. Rainforest Cafe - taking care of customers with food allergies
2. Umpqua Bank - constantly reinventing the branch banking experience
3. Progressive - the immediate response vehicle that improves service and reduces costs
4. Lou Mitchells - donut holes + milk duds are two extras at this Chicago landmark
5. Caribou Coffee - a little something extra on top of your coffee and trivia
6. Nurse Next Door - handling mistakes with a bit of humble pie
7. BMW - leveraging a key insight to create a new experience, the overnight test drive
8. Hard Rock Hotel - check in and rock out with a Gibson electric guitar
9. PDQ - handwashing stations and the power of your name at this QSR
Class of 2013
1. Chick-fil-A - Mints, wipes and free refills
2. Wells Fargo - Focus on current customers from growth
3. Safelite - Clean and vacuum in addition to crack repair
4. Panera - Clam chowder and cookies for a special need
5. Apple - One to one training, engraving and stickers
6. Plaza Cleaners - Free dry cleaning for unemployed
7. Liberty Tax - Tasty snacks and kids waiting area
8. Enterprise - They'll pick you up
9. Zane’s Cycles - Lifetime service
Class of 2012
1. Mitchells - Handwritten notes
2. Pizza Shuttle - Photobooth, gutbuster pie and custard
3. Besito - Churros and worry dolls
4. IKEA - Smaland and meatballs
5. Kiehl’s - Free samples
6. Michael Lynne’s - Coffee, 24 demos and can of balls
7. Taranta - QR codes to track freshness of fish
8. L.L. Bean - Guaranteed for life
9. Peter Millar - Mints and packing detail
Class of 2011
1. Trader Joe’s - kids carts, sampling and the whale
2. Nordstrom - Splitting pairs of shoes
3. Starbucks - Bathrooms, downloads, wifi and samples
4. Disney - Alway exceeding expectations with the parade
5. Four Seasons - Walk around the desk to give your key
6. JetBlue - Leather seats, great snacks, DIRECTV
7. Izzy’s - Free mini-scoop with each scoop purchased
8. Amazon - Free 2 day shipping, books and videos
9. Whole Foods - Ice with meat or seafood
Inaugural HOF Class of 2010:
1. Doubletree Hotels - Warm chocolate chip cookie
2. Stew Leonard’s - Free ice cream with $100+ purchase
3. TD Bank - Open 7 days and longer hours
4. Southwest Airlines - ‘Bags Fly Free’
5. Five Guys Burgers and Fries – Bonus fries and peanuts
6. Zappos – Surprise complimentary upgrade of shipping.
7. Lexus – Car wash and vacuum
8. Kimpton Hotels – Lonely travelers get some ‘Guppy Love’
9. AJ Bombers – Free peanuts delivered by P-nut bomber
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits an...Stan Phelps
A blue goldfish is any time a business goes leverages technology, data and analytics to do a "little something extra" to improve the experience for the customer. Are you using info-sense to win profits and prophets?
For information on keynotes and workshops, reach out to speaking@purplegoldfish.com or call 919.360.4702.
What 33 Successful Entrepreneurs Learned From FailureReferralCandy
Entrepreneurs encounter failure often. Successful entrepreneurs overcome failure and emerge wiser. We've taken 33 lessons about failure from Brian Honigman's article "33 Entrepreneurs Share Their Biggest Lessons Learned from Failure", illustrated them with statistics and a little story about entrepreneurship... in space!
SEO has changed a lot over the last two decades. We all know about Google Panda & Penguin, but did you know there was a time when search engine results were returned by humans? Crazy right? We take a trip down memory lane to chart some of the biggest events in SEO that have helped shape the industry today.
How People Really Hold and Touch (their Phones)Steven Hoober
For the newest version of this presentation, always go to: 4ourth.com/tppt
For the latest video version, see: 4ourth.com/tvid
Presented at ConveyUX in Seattle, 7 Feb 2014
For the newest version of this presentation, always go to: 4ourth.com/tppt
For the latest video version, see: 4ourth.com/tvid
We are finally starting to think about how touchscreen devices really work, and design proper sized targets, think about touch as different from mouse selection, and to create common gesture libraries.
But despite this we still forget the user. Fingers and thumbs take up space, and cover the screen. Corners of screens have different accuracy than the center. It's time to re-evaluate what we think we know.
Steven reviews his ongoing research into how people actually interact with mobile devices, presents some new ideas on how we can design to avoid errors and take advantage of this new knowledge, and leaves you with 10 (relatively) simple steps to improve your touchscreen designs tomorrow.
You are dumb at the internet. You don't know what will go viral. We don't either. But we are slighter less dumber. So here's a bunch of stuff we learned that will help you be less dumb too.
An impactful approach to the Seven Deadly Sins you and your Brand should avoid on Social Media! From a humoristic approach to a modern-life analogy for Social Media and including everything in between, this deck is a compelling resource that will provide you with more than a few take-aways for your Brand!
The What If Technique presented by Motivate DesignMotivate Design
Why "What If"...?
The What If Technique tackles the challenge of engaging a creative, disruptive mindset when it comes to design thinking and crafting innovative user experiences.
Thinking disruptively is a disruptive thing to do, which means it's a very hard thing to do, especially when you add in risk-averse business leaders and company cultures, who hold on tight to psychological blocks, corporate lore, and excuse personas that stifle creativity and possibilities (see www.motivatedesign.com/what-if for more details).
The What If Technique offers key steps, tools and examples to help you achieve incremental changes that promote disruptive thinking, overcome barriers to creativity, and lead to big, innovative differences for business leaders, companies, and ultimately user experiences and products.
Let's find out what's what together! Explore your "What Ifs" with us. See www.motivatedesign.com/what-if for details about the What If Technique, studio workshops, the book, case studies and more downloads--including a the sample chapter "Corporate Lore and Blocks to Creativity"
Connect with us @Motivate_Design
Inside this guide, you'll learn an insiders tips and techniques to getting into the marketing industry - no job applications necessary.
You'll learn what marketing really is, why you'll find a job easily, what entry level marketing jobs look like and four actionable things you can try right now to help get you into the marketing industry.
Visit Inbound.org and the Inbound.org/jobs community jobs board to find opportunities and connect with professional marketers from all over.
Digital Strategy 101 is an overview of the current state of digital strategy and an exploration of core concepts, deliverables, and thought-leaders relevant to young practitioners.
Assignment 6 dealing with unprofitable customers unit 6 330517776 ohscDeanRobson4
I uploaded this assignment in the relevance for research purposes only. Please don't copy word for word as it will be identified at Plagiarism.
Assignment 6 dealing with unprofitable customers unit 6 330517776 cover sheet ohsc
So you messed up. How do you explain your company's misstep to the public? This short document will give you several reasons why you should write an apology letter, and offer suggestions to help you write a good one. Companies are composed of people, and people make mistakes. It's often easy to forget: companies – even the world’s best ones – can get it wrong sometimes. And their mistakes will be there for all to see, because nowadays social media like Facebook and Twitter enable customers to quickly and easily make their voices heard, loud and clear. The proper thing to do then is not to sweep such a “negative” situation under the rug. Instead, you should analyze it, reflect upon it, address the complaints, and issue a public written apology. And you should do this swiftly, do not wait long to do so. Should you find yourself in such a situation, here’s a brief guide for writing a sincere corporate apology letter.
What 33 Successful Entrepreneurs Learned From FailureReferralCandy
Entrepreneurs encounter failure often. Successful entrepreneurs overcome failure and emerge wiser. We've taken 33 lessons about failure from Brian Honigman's article "33 Entrepreneurs Share Their Biggest Lessons Learned from Failure", illustrated them with statistics and a little story about entrepreneurship... in space!
SEO has changed a lot over the last two decades. We all know about Google Panda & Penguin, but did you know there was a time when search engine results were returned by humans? Crazy right? We take a trip down memory lane to chart some of the biggest events in SEO that have helped shape the industry today.
How People Really Hold and Touch (their Phones)Steven Hoober
For the newest version of this presentation, always go to: 4ourth.com/tppt
For the latest video version, see: 4ourth.com/tvid
Presented at ConveyUX in Seattle, 7 Feb 2014
For the newest version of this presentation, always go to: 4ourth.com/tppt
For the latest video version, see: 4ourth.com/tvid
We are finally starting to think about how touchscreen devices really work, and design proper sized targets, think about touch as different from mouse selection, and to create common gesture libraries.
But despite this we still forget the user. Fingers and thumbs take up space, and cover the screen. Corners of screens have different accuracy than the center. It's time to re-evaluate what we think we know.
Steven reviews his ongoing research into how people actually interact with mobile devices, presents some new ideas on how we can design to avoid errors and take advantage of this new knowledge, and leaves you with 10 (relatively) simple steps to improve your touchscreen designs tomorrow.
You are dumb at the internet. You don't know what will go viral. We don't either. But we are slighter less dumber. So here's a bunch of stuff we learned that will help you be less dumb too.
An impactful approach to the Seven Deadly Sins you and your Brand should avoid on Social Media! From a humoristic approach to a modern-life analogy for Social Media and including everything in between, this deck is a compelling resource that will provide you with more than a few take-aways for your Brand!
The What If Technique presented by Motivate DesignMotivate Design
Why "What If"...?
The What If Technique tackles the challenge of engaging a creative, disruptive mindset when it comes to design thinking and crafting innovative user experiences.
Thinking disruptively is a disruptive thing to do, which means it's a very hard thing to do, especially when you add in risk-averse business leaders and company cultures, who hold on tight to psychological blocks, corporate lore, and excuse personas that stifle creativity and possibilities (see www.motivatedesign.com/what-if for more details).
The What If Technique offers key steps, tools and examples to help you achieve incremental changes that promote disruptive thinking, overcome barriers to creativity, and lead to big, innovative differences for business leaders, companies, and ultimately user experiences and products.
Let's find out what's what together! Explore your "What Ifs" with us. See www.motivatedesign.com/what-if for details about the What If Technique, studio workshops, the book, case studies and more downloads--including a the sample chapter "Corporate Lore and Blocks to Creativity"
Connect with us @Motivate_Design
Inside this guide, you'll learn an insiders tips and techniques to getting into the marketing industry - no job applications necessary.
You'll learn what marketing really is, why you'll find a job easily, what entry level marketing jobs look like and four actionable things you can try right now to help get you into the marketing industry.
Visit Inbound.org and the Inbound.org/jobs community jobs board to find opportunities and connect with professional marketers from all over.
Digital Strategy 101 is an overview of the current state of digital strategy and an exploration of core concepts, deliverables, and thought-leaders relevant to young practitioners.
Assignment 6 dealing with unprofitable customers unit 6 330517776 ohscDeanRobson4
I uploaded this assignment in the relevance for research purposes only. Please don't copy word for word as it will be identified at Plagiarism.
Assignment 6 dealing with unprofitable customers unit 6 330517776 cover sheet ohsc
So you messed up. How do you explain your company's misstep to the public? This short document will give you several reasons why you should write an apology letter, and offer suggestions to help you write a good one. Companies are composed of people, and people make mistakes. It's often easy to forget: companies – even the world’s best ones – can get it wrong sometimes. And their mistakes will be there for all to see, because nowadays social media like Facebook and Twitter enable customers to quickly and easily make their voices heard, loud and clear. The proper thing to do then is not to sweep such a “negative” situation under the rug. Instead, you should analyze it, reflect upon it, address the complaints, and issue a public written apology. And you should do this swiftly, do not wait long to do so. Should you find yourself in such a situation, here’s a brief guide for writing a sincere corporate apology letter.
Loyalty marketing can deliver positive return on investment when properly executed. Through real-world examples, learn the methods and techniques successful businesses use to inspire loyalty and build profitable customer relationships.
Customers are the lifeline of any business, regardless of size or industry. Saying "thank you" to them can go a long way in preserving your company's reputation and the perceived value of your products and services. This presentation gives ideas (and real life examples) on how to create mutually beneficial relationships with your customers.
Le lien entre la mesure de l’effort client et les indicateurs globaux, que sont notamment l’intention de continuer à travailler avec l’entreprise et la recommandation de celle-ci, n’est plus à prouver. Globalement, le principe est que moins le client a d’effort à fournir lors d’une interaction, plus il recommandera et sera fidèle à l’entreprise. Cela est tout particulièrement vrai dans un contexte/situation de réclamations ou d’incidents.
IABC/Seattle Morning Manager event on 4/22/10 featured Jeff Hasen, Chief Marketing Officer of Hipcricket talking about Moments of Trust, touchpoints of
Getting Your Worst Customers to Love You: True Tales from the Front Lines of...Parature, from Microsoft
Most customer support teams are good at handling routine transactions. But what about a customer who is threatening to sue you? Or asks to have you fired? Or an employee who got so fed up with IT support that he smashed his laptop and then ran over it?
All of these are real situations that support professionals reported in a recent survey sponsored by Supportindustry.com and Parature. This interactive webinar, teaming communications skills expert and bestselling author Rich Gallagher with Parature's VP of Marketing Gary McNeil, looks at how to handle situations like these and more. The open panel discussion format will examine the best practices, tools and technology behind handling your worst-case scenarios.
Your "worst" customers can sometimes become your best supporters, *if* you and your team know how to handle those critical, moment-of-truth situations faced by every customer support operation. Join us for a wide ranging, high-content discussion that will give you and your team confidence in handling any customer situation.
Yes 50 Scientifically Proven Ways To Be PersuasiveAlan French
Robert Cialdini's famous book Yes! 50 Scientifically Proven Ways to Be Persuasive presented in précis format to help you easily remember the powerful techniques.
Business Wealth Club St Albans
Sales classes in St Albans
Marketing classes in St Albans
Business classes in St Albans
Planning classes in St Albans
Clubs in St Albans
Agencies in St Albans
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
Today, I would like to take you to the basics and share with you a short and clear list of customer service essentials. Most of them are fairly common knowledge, and they won’t take you much effort
to follow, but still they are absolutely critical to ensure you perform your job professionally and serve your customers right.
The RARE Manifesto: How Building Better Relationships with Your People and Your Customers Can Deliver Sustainable Growth
By Adrian Swinscoe Published Jan. 19, 2011 12:00 p.m.
“What if we lived in a world where all companies took care of their existing customers with as much effort as they pursued new customers, where companies were trusted and liked, where doing business with a company was a good experience, where companies and their employees cared about their customers and each other?
What kind of world would that be?
I believe that it is a world that is worth striving for.”
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Discover the innovative and creative projects that highlight my journey throu...
Decide to Say Sorry: The Peace Process for Growing Your Business
1. ChangeThis
Decide to
Say Sorry
The “Peace Process”
for Growing
Your Business
Jeanne Bliss
No 63.04 Info 1/9
2. ChangeThis
Saying “sorry” is not admitting defeat. It’s admitting you’re human.
Customers like that.
Beloved companies regularly practice this important peace process. It makes them grow.
Remember when you were a kid and your brother or sister punched you or pinched you? Sure, he
or she apologized. But it didn’t mean much because a) your parent was usually prompting the words,
and b) you’d been apologized to many times before, just to be punched again another day.
This is what we put our customers through when we deliver a hollow apology and then don’t fix the
problem causing the issue. You’ll likely get credit when you apologize once for a problem. But when
it repeats, another letter, email, or discount coupon just won’t cut it. Your currency with customers
and their trust in you will dwindle. Just like it did with your little brother. You likely flinched and
pulled away when your brother got near you. Customers will do more than flinch if you don’t decide
to say “sorry” well. They’ll just plain leave you.
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 accept-
ing 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.
It has been proven that a genuine apology strengthens the emotional connection that a customer
has with a company. Being human and prone to making mistakes, we’re in luck. We have the
opportunity regularly to make amends.
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3. ChangeThis
Robert Wright, in his book, Nonzero: The Logic of Human Destiny, writes that we would all be better
served by looking at challenging times from a “nonzero” perspective, meaning that there doesn’t
have to be a winner and a loser. This holds true in business. Companies that are beloved don’t take
apologizing as admitting defeat. It’s part of the journey toward becoming a better company.
A good apology strengthens the bond between customers and company. It defines the people inside
the company, their values and who they are. In a thoughtful and well-executed apology, the focus
is on restoring and preserving the relationship; it is about the people impacted and the human
connection with them. Customers feel that they have been honored, acknowledged and taken care
of. Companies continue to prosper. These solutions appeal to the natural order of humanity.
They become a peace process where both sides win.
The apology peace process between companies and customers is comprised of five actions that
signal to customers that they are important and that someone is looking after them:
➔ Delivering a swift response
➔ Showing humility and empathy for what the customer went through
➔ Accepting accountability
➔ Providing an honest explanation and a commitment to improve
➔ Extending an olive branch—to right the situation and mend the relationship
But it all begins with deciding to not only apologize—but to do it well.
In 1988 at Lands’ End we made the cover of the catalog dedicated to the purpose of admitting to
customers, that, like them, people who make clothing have good days and bad days. Human hands
cut the cloth. Raw materials grow inconsistently. People, not machines, sew the turtlenecks and
pants and luggage. It was a proactive olive branch that said, sometimes mistakes happen, but that if
you bought from Lands’ End, we would always take care of you if you received something that was not
up to our usual standards. It reinforced our unconditional guarantee, and that message humanized
Lands’ End. Our explanation and the security blanket of our guarantee bonded us closer to customers.
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4. ChangeThis
The actions that came from the decisions we made when I was at Lands’ End gave me faith that
companies and leaders and people at the moment of interaction with customers can do what’s
right. They can bring their personal self to work and use what they learned when they were young
to guide their business decisions. Those decisions continue today in beloved companies, which
make how they respond to customers when the chips are down a cornerstone of their humanity.
Saying “sorry” is not admitting defeat.
It’s admitting you’re human. Customers like that.
Here are five recent decisions that beloved companies have made on how to decide to earn back
customers’ good graces when a misstep occurred. They are five apologies to bolster your faith
that business can connect commerce with humanity ... and win! After each decision outlined
is a challenge to you and your organization so that you can evaluate how you would decide in
the same situation.
Decision #1. Southwest Airlines proactively says “sorry” to its customers every day. Each morning
a group assembles to learn about passenger experiences the previous day and to anticipate
passenger experiences in the current day. BEFORE customers contact them, Southwest reaches out,
acknowledges any mistakes and extends an olive branch commensurate with the experience the
customer encountered. A customized letter is created for each incident. Written with humility,
remorse and whimsy when called for, this uniquely “Southwest” rigor won back $1,800,000 of return
flights from customers in 2007.
➔ The question is: How proactive are YOU? Do you have a recovery plan to wow customers
when things go wrong?
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5. ChangeThis
Decision #2. Netflix, the DVD-by-mail service with 10 million subscribers, prescribes to decision
making that “honesty is the best recovery.” They let ALL of their customers know when something
goes wrong, not just those who experienced the occasional interruption in service. In fact, on August
31, 2009, Netflix emailed a large number of its subscribers to apologize for an Xbox Live streaming
outage that occurred the day before. Netflix emailed everyone that could have possibly seen this
blip in their service and offered a refund—including users who didn’t suffer through it at all. Greatly
rewarded by customers, NetFlix grows because they aren’t afraid to show that at times, their feet
(e.g. operations) are made of clay. As a result of actions like this, 85 percent of new Netflix customers
state that they were referred by a friend. And that means increased profits. In 2008, their average
cost to acquire a new subscriber was reduced by 23 percent!
➔ The question is: Do YOU confess to customers when a misstep occurs in your operation?
Is this when you show your true colors?
Decision #3. The University of Michigan Health System decided to enable doctors, nurses and
all hospital staff to exercise their natural instinct and to say “sorry” when something went
wrong. An early adopter of a process that encourages transparency with healthcare providers
and patients and their families, the University of Michigan encourages (without fear) a swift
and caring explanation, and when appropriate, a heartfelt apology. Doctors and lawyers worried
that this level of transparency and just uttering the words “sorry” would drive an increase in
claims and malpractice suits. But when put into practice, the complete opposite occurred. From
262 claims in August 2001, the number dropped to 104 in 2006, the last figures publicly reported.
Average legal expenses dropped by 50 percent. Moral of the story: a good apology trumps the
legal system. As long as the apology is sincere and the effort to make amends is genuine. People
prefer the human connection of the apology.
➔ The question is: Can YOU suspend the fear and say “We’re sorry?”
Are you able to table the corporate response and deliver one that connects on a personal level?
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6. ChangeThis
Decision #4. Saying sorry well in most cases should not require a committee, consortium or legal
review. Most apologies should occur spontaneously, the moment the company knows a problem
occurred. And the person who first hears the news should be in a position to respond appropriately.
L.L. Bean’s guarantee frees their frontline to do the right thing. It keeps them close to their small-
town company culture, “Sell good merchandise at a reasonable profit; treat your customers like
human beings and they’ll always come back for more.” True to those words, L.L. Bean’s frontline
is trusted to take action, using their own best judgment to deliver a response warranted by the
situation. There is no debating their ability to deliver a genuine apology and offer customer recovery
for something that doesn’t measure up. The mind-numbing and spirit-killing process of going to a
manager to ask permission to be kind to a customer in distress doesn’t live there. They are trusted to
do what’s right. And they do. As a result, L.L. Bean remains one of the beacons in retailing, enjoying
annual sales of $1.5 billion in 2008.
➔ The question is: Can YOUR frontline rescue customers? When an unhappy customer contacts
you, does your frontline have “permission” to do the right thing?
Saying sorry well in most cases should not require
a committee, consortium or legal review. Most
apologies should occur spontaneously, the moment
the company knows a problem occurred.
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7. ChangeThis
Decision #5. On April 15th, 2007, 200,000 TurboTax by Intuit customers experienced horror and
fear as they pushed the “send” button on their electronic tax return. Instead of receiving the reassur-
ing “sent” message, they received an error message. They needn’t have worried. Within one day,
Intuit apologized to customers affected by the slowdown in their overloaded system and won all
customers extra filing time. Imagine that, clemency from the IRS! They also refunded fees for their
service and paid any penalties customers incurred as a result of the delay in filing for their customers.
The message from President Steve Bennett set Intuit’s tone and course of action: “We deeply regret
the frustration and anxiety this caused our customers ... It’s not acceptable to us, and we will
do right by our customers who were impacted by this delay.” And they did just that. Intuit made a
$15 million apology to right their wrong. This action was congruent with the way customers had
been treated all along, forging an even greater bond between customers and companies. Customers
love Intuit not because of the money they spent, but because of their heartfelt response. This is
what makes them grow. Customers who love them grow their business. Eighty-one percent of Intuit’s
sales are attributable to word of mouth.
➔ The question is: Do YOU accept accountability? Do your rescue plans show a commitment
to make customers whole, or just get past the incident?
The delivery of products and services—and in many cases, the creation of them—is a human activity.
And because we are human, we have good days and bad days. Customers get that more than compa-
nies give them credit for. When things escalate, it’s often because blunders seem to be purposefully
swept under the rug, and the company doesn’t genuinely apologize and work to make things better.
Beloved companies don’t consider the job done until the emotional connection with customers is
restored. Why do they decide to apologize in this manner? Because it’s the right thing to do. Our
mothers told us that when you hurt someone, intentionally or not, you apologize and you mean it.
You right the wrong. You make peace.
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8. ChangeThis
To quote Nicholas Tavuchis, from his Mea Culpa: A Sociology of Apology and Reconciliation:
“An apology, no matter how sincere or effective, does not and cannot undo what has been done.
And yet, in a mysterious way and according to its own logic, this is precisely what it manages to do.”
Do you have the courage? Are you doing the apology well?
When things go wrong, are you nimble enough to spring into action, identify the issue, plan a
recovery and implement it within one day? How about within hours? Is your customer recovery plan
as robust and practiced as your IT recovery plan? Beloved companies turn “recovery” into an opportu-
nity that says to customers “Who else would respond this way?” They are zealots about recovering
customer goodwill. They know that the measure of a company is determined in these moments.
And they obsess over every moment of these situations, because they know that customers are
keeping score. Do you delivery “sorry” well?
The measure of your company is determined in the moments from the time something happens
to the time it takes to recover, to just how you recover. What’s your story? Do you purposefully craft
the story you want the market to know about your humility and remorse in challenging situations?
Our Pledge to be Human to Our Customers:
We Commit:
➔ To admit when we’ve made a mistake
➔ To tell the truth about what happened
➔ To honestly care about getting back into customers’ good graces
➔ To try not to do it again
That’s it. Simple and to the point. What we learned in second grade.
Do you commit to say “sorry” well?
The Decision is Yours.
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9. ChangeThis
info
AbOuT THe AuTHOr
Jeanne Bliss 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.
senD THis
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I Love You More Than This document was created on October 14th, 2009 and is based on the best information available at that time.
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