As Leader, the Buck Stops with You | Paul June’s Forum for Today’s Marketing Trends.
One of my long-time brand “heroes” let me down over the holidays. No, it wasn’t the fact that the item I ordered didn’t make it in time for Christmas, though that was the case. Nor was it the fact that this long-time ecommerce vendor failed to plan adequately for the inevitable holiday deluge of orders. Nor did I think this vendor’s $25 win-back gift was too meager.
That wasn’t it at all.
What really let me down is that instead of just saying, “We screwed up. Sorry! How can we make it right?” this company’s founder and CEO, in a wordy email sent on Christmas Day to thousands of affected customers wrote that, essentially, “We screwed up, but it was not our fault.”
Instead of taking full responsibility for the problem, the CEO chose to blame others.
– See more at: http://barrelomonkeyzblog.com/?p=1258#sthash.wAmtvRok.dpuf
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