{"id":2870,"date":"2012-01-15T00:00:00","date_gmt":"2012-01-15T00:00:00","guid":{"rendered":"http:\/\/bp.rajeshkurikayar.co.uk\/?p=2870"},"modified":"2019-11-23T03:52:27","modified_gmt":"2019-11-23T08:52:27","slug":"apologizing-way-promotes-customer-loyalty","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/apologizing-way-promotes-customer-loyalty\/","title":{"rendered":"Apologizing in a Way That Promotes Customer Loyalty"},"content":{"rendered":"<div>\n<div>\n<div>\n<div class=\"body\">\n<p>American journalist Katie Couric is known as \u201cAmerica\u2019s Sweetheart,\u201d thanks to the co-anchor role she served for 15 years on The Today Show. Yet even Ms. Couric, a woman known for her warm, affable personality admits that \u201cyou can\u2019t please everyone, and you can\u2019t make everyone like you.\u201d<\/p>\n<p>We are the first to recognize that even the best organizations in the world have the occasional flop. Fortunately, when it comes to a poor <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a>, there is room to mend by offering a sincere apology. However, apologizing is more art than science. While a sincere apology has the chance to actually strengthen the customer relationship, an apology that comes across fake or superficial has the potential to inflame an already sore relationship and destroy <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-loyalty\/\">customer loyalty<\/a>. So what\u2019s the fine art of a meaningful apology?<br \/>\nNPS\u00aeychologist Dr. Guy Winch <a href=\"http:\/\/www.psychologytoday.com\/blog\/the-squeaky-wheel\/201012\/the-science-effective-apologies\" target=\"_blank\" rel=\"noopener noreferrer nofollow\">outlines three steps<\/a>. To be effective, an apology needs three basic ingredients: (1) a statement of regret for what happened; (2) a clear \u201cI&#8217;m sorry\u201d statement; and (3) a request for forgiveness. Additionally, personal characteristics of the offended party are of paramount importance. Dr. Winch observes that depending on the person, one of the following three components needs heightened focus: (A) expressions of empathy; (B) offers of compensation; and (C) acknowledgments that certain rules or social norms were violated. The nature of your business, employee and customer personality traits shape which of these components will be most effective.<\/p>\n<p>It\u2019s guaranteed that you\u2019ll need to issue an apology at some point. Following these steps can help to ensure that you maintain a solid relationship with your customers in a way that drives customer satisfaction and loyalty.<\/p>\n<table style=\"background-color: #dfdddd;\" border=\"0\" width=\"100%\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody>\n<tr>\n<td>\n<div style=\"padding: 10px; float: left; padding-left: 20px;\">\n<p><a href=\"http:\/\/www.beyondphilosophy.com\/wp-content\/uploads\/2012\/10\/colin-smiling.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-5619\" title=\"Colin-shaw-smiling.jpg\" src=\"http:\/\/www.beyondphilosophy.com\/wp-content\/uploads\/2012\/10\/colin-smiling.jpg\" alt=\"Colin Shaw, Apologizing in a Way That Promotes Customer Loyalty\" width=\"98\" height=\"130\" \/><\/a><\/p>\n<\/div>\n<\/td>\n<td style=\"padding-right: 20px; text-align: justify;\"><a href=\"http:\/\/www.beyondphilosophy.com\/about-us\/team\/colin-shaw\" target=\"_blank\" rel=\"noopener noreferrer\">Colin Shaw<\/a>\u00a0is founder &amp; CEO of Beyond Philosophy, one of the world\u2019s first organizations devoted to customer experience. Colin is an international author of four best-selling books.\u00a0<a href=\"http:\/\/www.beyondphilosophy.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Beyond Philosophy<\/a>\u00a0provide consulting, specialised research &amp; training from offices in Atlanta, Georgia and London, England.<br \/>\n<span style=\"line-height: 19px;\"><br \/>\nFollow Colin Shaw on Twitter:\u00a0<\/span><a style=\"line-height: 19px;\" href=\"https:\/\/twitter.com\/#!\/ColinShaw_CX\" target=\"_blank\" rel=\"noopener noreferrer nofollow\">@ColinShaw_CX<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>American journalist Katie Couric is known as \u201cAmerica\u2019s Sweetheart,\u201d thanks to the co-anchor role she served for 15 years on The Today Show. Yet even Ms. Couric, a woman known for her warm, affable personality admits that \u201cyou can\u2019t please everyone, and you can\u2019t make everyone like you.\u201d We are the first to recognize that [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[113],"tags":[],"class_list":["post-2870","post","type-post","status-publish","format-standard","hentry","category-customer-loyalty"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/2870","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=2870"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/2870\/revisions"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=2870"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=2870"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=2870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}