Lately, Blue Bell Ice Cream has made some mistakes...some of them serious.
However, they maintain a loyal following in part, because of their ability to recognize, fix and move on from those errors.
Take a look at this video clip:
http://wordofmouth.org/blog/wom-tip-223-owning-your-mistakes-is-just-as-remarkable-as-fixing-them/#comment-19748
The difference between Blue Bell and other companies is quite simple: they don't operate in an us vs. them mindset, they own their mistakes, they talk about them and above all, they are mistakes, they don't have a history of unfulfilled promises, misrepresentation and doing wrong for the consumer.
Lessons to be learned no doubt. Who is paying attention?
2 comments:
There's no video clip there. Something wrong with the link, or maybe you have to be logged in?
Oh, the link should probably be
http://wordofmouth.org/blog/wom-tip-223-owning-your-mistakes-is-just-as-remarkable-as-fixing-them/
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