Top Posts of 2011

Monday, January 2nd, 2012

Five of the 15 ‘most read posts’ in 2011.are: How to Handle Complaints: The IBM Way, Facts on How Social Media Complaints impact Customer Satisfaction, Customer Satisfaction technique – Empowerment of Front Line Employees, Customer Satisfaction: What role should a business partner play?,Customer Satisfaction Techniques for Internal Customers, Biggest Challenge to Exceed Customer Expectations? Read all 15.

In an earlier blog post, I highlighted that Tony Hayward, BP CEO had been removed from being the spokesman for the BP Oil Spill. I speculated that there would be soon be a change in BP Management. Politically, BP had to wait until the well was capped so that a new executive would have a chance to prove himself with the press and the public. It was announced this week that Bob Dudley, an American, would be replacing Tony Hayward effective Oct 1, 2010.

BP CEO Tony Hayward BP CEO is no longer speaking for BP’s Oil Spill in the Gulf of Mexico according to a New York Time article. The BP Board of Directors has removed him because he ‘upset people’. The Chairman of BP’s Board of Directors, Carl-Henric Svanberg is taking over. “This has now turned into a reputational matter, a financial squeeze for BP and a political matter, and that is why you will now see more of me,” said Svanberg. This post cover 4 mistakes Tony made.

Tony Hayward, CEO of BP appeared before a US Congressional Committee to address the recent Oil Spill in the Gulf of Mexico. Despite using the tried and true customer satisfaction remediation technique of Acknowledge the problem, Apologize and Demonstrate actions, the best practice failed. Why? Attitude and lack of emotion. Contrast to a recent speech by Obama on his actions relative to BP also included in this post.

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