Apologize, Fix, Serve & Sell!

Posted by Joseph Michelli, Ph.D. on December 7, 2010

0 comments | 1603 reads

Let me throw out some numbers: 55%, 66%, 92% —-Whew, I am glad that is out of the way!

Now for context,

55% of customers chose a business because of a reputation for great customer service

66% said improved customer service would encourage increased spending

92% said they would be willing to go back to a company after a negative experience if they either;

Received a follow up apology/correction from a supervisor/head office,

Were offered a discount OR

Were provided proof of enhanced customer service.

All of this data comes from the 2010 Right Now – Customer Experience Report for North America which I’ve posted previously (just in case you missed the opportunity to download it – here it is)

I share these specifics today as a reminder that:

Customer Service is Marketing and Brand

Service does deepen customer spend and cross-sell and

Customers are forgiving for those who

offer a genuinely apology,
fix the problem, and
acknowledge the impact of the problem to the customer

Which part of that reminder did you need to hear today?

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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