Google+ Consumer Psyche: The Power of Apology


Monday, July 21, 2008

The Power of Apology

Pope Benedict XVI has apologized. Does it undo what was done? Does it remove the pain and the scar? I don't think so. It sure removes the pain but the scar remains and reminds.

When you are sure that the customer is pained by what you/your product might have done the best thing is to apologize. Now some feel apology is not needed.

I think apology goes a building the brand value, its credibility and tenor. When you acknowledge that you have done something wrong and want to correct it people trust you more and would like to give you a chance. After all don't we all falter?

Now does it end with an apology? No apologize and repair!

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