In the below video, Chris Zane of Zane’s cycles, probably the most customer centric bike store on the planet, tells the story of how they got things wrong.
Not only did they gets things wrong but on Valentine’s Day of all days!
We all get things wrong from time to time, what matters is how we handle things when we make a mistake. People that work for customer centric companies take ownership, take charge and make things right for the customer.
Is this how your team operates?
MarketCulture Blog - Using a Customer Culture for Competitive Advantage 