Marketing mishaps – Stop apologizing and do this instead:7/3/2019
Every business makes mistakes. Whether it’s a company data breach or a customer mix up, the first response from marketing is to announce an apology to all customers: “This will never happen again!” The problem is, it might and
eventually, it probably will happen again.
According to a ZenDesk and Dartmouth College study, the more times you say
“sorry” as a company, the more dissatisfied your customers will be. Your apology is likely to inspire feelings of retaliation and revenge. This could be in the form of lost business or even worse – bad reviews.
Instead of an apology, what your customers really want to hear from your brand is a solution to the problem. Also, say “Thank you.” This shows your customers that you value their business and are listening to their concerns.