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The right way to own a mistake

Back in 2012, Jawbone was getting a lot of heat for their buggy and unreliable Up fitness device.

So they did something really smart: They offered a complete, no-questions-asked, 100% refund — and you could keep the product.

There’s no doubt that they saved a ton of customers — and their reputation.

The lesson: By far the best way to get out of trouble is to take 100% of the responsibility — and do it dramatically.

Jawbone Up

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  1. Simon Gornick November 13, 2013 at 9:43 am #

    It’s great WOM marketing. Thinking fast to turn a negative and turning it into a positive is a sign of a supple and adaptable organization. They did good.

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