The Customer Confidential Podcast
Why is saying "I'm sorry" so hard for some people? Rob Markey and Maurice FitzGerald discuss the crucial role of behavioral economics.
When responding to an angry customer, few words are as effective as “I’m sorry.” And yet, it’s so hard for some people to apologize sincerely. Why?
In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. We discuss a topic that’s near and dear to my heart: behavioral economics.
You can listen to our conversation in iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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