Handle With Care: Apologies Can Save Customer Relationships – Or Backfire
by MR Magazine Staff
Jul 15, 2019
Any company can make a mistake in dealing with consumers. Apologizing for the problem is important, but doing it the right way may prove vital to restoring trust and keeping the customer on board. A recent field study involving 1.5 million Uber customers who experienced late rides found that while potentially effective, apologies are not a cure-all and not all the same. In fact, a poorly delivered apology can be worse than none at all, the study’s authors found. One key finding: money talks. An apology delivered with a perk like a coupon appears to be the most effective, according to the working paper, which the National Bureau of Economic Research published earlier this year. Read more at Forbes.
