Today’s guest post is written by Anne Weiskopf.
Apologizing is hard to do. As Elton John so memorably summed up; “Sorry seems to be the hardest word.”
But sorry can be the smartest word for your brand if it’s sincere, delivered in a timely fashion, and if concrete steps are outlined to right the wrong.
What makes one apology more successful than another is the subject of a growing body of research. A key finding is that it’s much easier to forgive a perceived mistake then an intentional act.
Let’s look at a few examples. (more…)