Found this piece from Ron Johnson (the leader who built the Apple Store) in my Fast…
When developing a philosophy for serving customers, Johnson proposed the mantra “love the customer.” Steve Jobs pushed back. The final credo became “enrich lives.”
Johnson later observed something even more powerful. When a customer had a bad experience, he would personally reply, apologize, and copy the store leader. The leaders followed up immediately. The data that emerged was striking:
Customers whose bad experience was addressed quickly were SEVEN TIMES more likely to recommend Apple than customers who simply had a good experience.
A smooth experience creates satisfaction. Rapidly fixing a failure builds trust—and turns customers into advocates.
In an age of stacked disruption and instant social amplification, the signals that reach leaders from the front line, and the speed with which those leaders and their teams act, matter more than ever. The companies that treat those moments as opportunities to strengthen relationships, rather than problems to contain, gain a lasting edge.
That capacity—to hear the signal, respond with judgment, and convert friction into loyalty—is the human advantage.
Worth reading:
Originally posted on LinkedIn.
