J.Crew...a clothing retailer, recently screwed up. They pissed off a lot of customers and made some mistakes on their website and on their call lines. Did they do as The Danville Register & Bee did? No. They admitted they made a mistake. They ran ads to that effect. J.Crew worships at the "Church of the Customer."
Not so The Danville Register & Bee unfortunately.
According to the website:
" Mickey Drexler and Tracy Gardner effectively dumped a big load of neutralizer on the spread of bad buzz, and they set expectations for anyone else who might run into the problem. They didn't do it behind a cloak of corporate anonymity or force a spokesperson to absorb the hit.
To admit a mistake is to humanize your company.
Then, of course, work like crazy to fix the problem. Go overboard in making things right. That can turn the spell of bad word of mouth into good buzz."
What does it take to make the newspaper admit they were wrong? The three EEOC lawsuits? This blog? More people leaving? The folks at "the R&B" need to get religion - of one kind or another...and this would be a start.
Subscribe to:
Post Comments (Atom)
Posts
No comments:
Post a Comment