Experience Stern | News & Events

Excerpt from Marketplace -- "When a company messes up, three things need to happen, Galloway says. 'The first is to acknowledge the issue, to basically admit that you made a mistake,' he says. 'The second is to have the top guy or gal make that admission – so to get the CEO front and center. And the third is to overcorrect. To offer consumers a better deal than they originally had. Those are the only three things you need to remember, and they are consistently ignored.'"

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