Corporations, like people, can experience pushback when they issue “non-apologies,” statements designed to sound like an apology which fail to address the basic requirements of an apology. This article details the approaches of six companies which, the author argues, have succeeded in offering sincere or meaningful apologies to disappointed customers. This is done by addressing two concerns which any apology – including those made by individuals as well as corporations – should address. The first of these is that the apology should express sincere sorrow over the wrongdoing, and the second is promising that the offending action will not happen again.
- Several bigger brand companies have done well in their apologies to mishaps which have happened, accepting responsibility and being well-natured in their response.
- Many brands can learn from this by taking the same approach, accepting fault and apologizing, promising to improve and actually improving.
- There are several platforms whereupon brands can apologize, from personally by mail to publically on social media, it creates good attention and that in itself is positive.
With two tweets, Apple sent the message, “We hear your grievances, we get it, and here’s what we’re going to do about it.”
Read more: https://blog.hubspot.com/marketing/brands-that-admitted-their-mistakes
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August 23, 2018Corporations, like people, can experience pushback when they issue “non-apologies,” statements designed to sound like an apology which fail to address the basic requirements of an apology. This article details the approaches of six companies which, the author argues, have succeeded in offering sincere or meaningful apologies to disappointed customers. This is done by addressing two concerns which any apology – including those made by individuals as well as corporations – should address. The first of these is that the apology should express sincere sorrow over the wrongdoing, and the second is promising that the offending action will not happen again.
Key Takeaways:
With two tweets, Apple sent the message, “We hear your grievances, we get it, and here’s what we’re going to do about it.”
Read more: https://blog.hubspot.com/marketing/brands-that-admitted-their-mistakes
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