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When A Company Makes A Mistake: How Intuit Rebounded By Listening To Its Customers

The Experience Maker
When A Company Makes A Mistake: How Intuit Rebounded By Listening To Its Customers
By Dan Gingiss • Issue #71 • View online
When a company makes a mistake, things can go one of two ways: customers are upset and leave for the competition, or the company rebounds by listening to its customers and restoring goodwill.
The latter was the case recently with Intuit, the makers of TurboTax. I’ve been a loyal TurboTax user for as long as I can remember, and I also regularly use a free add-on service called ItsDeductible.
During the summer, I received an email from Intuit with the subject line: “Notice of Discontinuation TurboTax ItsDeductible Donation Valuation Tool… CONTINUE READING

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