apology

March 4, 2011
How NOT to Respond to Angry Customers Via Social Media

Social media has given consumers a powerful weapon for fighting back against brands that cause them problems. Now, whenever a customer has a complaint about a company, he (or she) can instantly launch a missile at the company when they Tweet about it, post a Facebook update, write a blog post, or use any other social media tool to let countless others know about their bad experience. (Read more…)
August 3, 2010
Apologizing: How You Say It Matters

There’s an old saying that goes, “It’s not what you say; it’s how you say it.” And when it comes to corporate apologies, this saying has a lot of truth to it. Sure, you need to make sure your apology has the right words, but even the best-written apology will be a total flop if it’s not delivered properly. (Read more…)
June 30, 2010
You Can’t Just Delete Online PR Gaffes

In this new online age where everyone is Tweeting, blogging, Facebooking (okay, I made that word up), and otherwise engaging online, the risk for PR gaffes is at an all time high. All it takes is one stupid Tweet or one ill-advised blog update for you to put your brand smack dab in the middle of a PR crisis. (Read more…)
March 1, 2010
How to Apologize When Your Company Screws Up

Between Tiger Woods and Toyota, there’s been quite a bit of apologizing going on lately, and while ideally you never want to be in a position where you have to say you’re sorry, the good news is studies have shown that customers who receive a sincere apology are actually pretty likely to reconcile with the company. (Read more…)
May 13, 2009
Public Relations Perils: Be Careful Before You Hit Send on that Email

Every so often, I undertake what I call my “Email Dump.” This is where I go through the approximately 12,000 emails that have piled up in my inbox and decide what I can finally delete for all eternity. Unsurprisingly, there a lot of press releases and public relations communications among the emails now languishing in my “trash” folder. (Read more…)

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