Just a quick ‘follow up’ to my blog article about easyJet last week. Joanne in The Customer Experience Team there has done a wonderful job in sorting out my problems. Prompt, personal and effective, she’s gone a long way to restoring my faith in easyJet.
I know things go wrong. It’s how we fix them that makes the impression on our customers. It’s the concept of ‘disappointment to devotion’. How equipped are your people to spot and deal with ‘disappointment’?
Andy Hanselman helps develop ‘Remarkable’ businesses by ‘thinking in 3D’! That means being ‘Dramatically and Demonstrably Different’! He does it by researching, speaking about, writing about and working with high performing businesses that are winning in today’s ever increasing competitive marketplaces. He’s been doing it for over 20 years, and has worked with thousands of business leaders, decision makers and their people at conferences, seminars, team building events, workshops and ‘in-house’ in the UK and around the world. He’s written two books, and is currently working on this third – ‘The 7 Characteristics Of ‘Remarkable’ Businesses’.
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