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J. Crew Lowers Outlook as Net Slips 12%
Sep 1, 2008

The Wall Street Journal posted an article about J. Crew's second quarter performance (ending August 2nd). Read Article  In part the article made note of the customer service issues created for their customers due to a website reconstruction  used in support of their call centers.  J. Crew issued a  full apology for the problems these changes caused and issued gift certificates. Read Apology

The integration of people and technology to produce a satisfactory customer service experience continues to be the challenge for business.  Technology is an enabler not a solution  to providing a satisfactory customer experience.  Consumers everywhere continue to experience frustration,  disappointment and rage over how  companies continue to  stand by technology solutions that under perform as it relates to creating a satisfactory customer experience.  When these technologies work, everything is satisfactory;  but when the technology fails or falls sort  and conflict arises far too many companies ignore the conflict, ignore it or deny it.  J. Crew in addressing their difficulties about service by issuing an apology demonstrated pro-actively that they are concerned about serving their customers.

In How you do...What you do and in a separate article I write about handling complaints and resolving conflict as a demonstration of Service Excellence. Read Article  J. Crew recognized a problem, understood the cause, accepted ownership for the problem, apologized to their customers for inconveniences experienced by them and pro-actively took action to resolve the problem.


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

 
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