Last week I shared on LinkedIn a post about leadership lessons we learned from TurboTax desktop customers who were upset about changes we made to the TurboTax Deluxe Desktop product. Today, we told customers about further changes to the product in response to their ongoing comments and feedback.
You can read about the changes in the post below which was originally shared on LinkedIn.
Last week I shared lessons for leaders in a post titled In Business, Love Means Having to Say You’re Sorry and it included an apology to a group of our TurboTax customers. Our apology and the way we handled the situation significantly missed the mark. Comments on my post as well as emails, calls and online reviews clearly stated we needed to do more to rectify the situation.
Your voices were loud and your message was received. We’re taking new action to make this right. This year we’re making the in-product upgrade free and offering a rebate if you already bought the product. Next year, we’re changing back to the TurboTax desktop software that you’ve counted on for years.
I’ve recorded a 3-minute video to share more details and my perspective on this experience.
Video Transcript here.
Free in-product upgrade and $25 cash back offers expire on April 20, 2015 at 11:59PM PST