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Is an Apology an Effective Marketing Campaign?
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Is an Apology an Effective Marketing Campaign?

Knowledge at Wharton·@HashtagPLUS·about 1 month ago
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We know we messed up. Please, let’s not dwell on it. It’s a new day, and we’re going to win back your trust. The corporate apology has been called upon many times in recent decades, from the New Coke fiasco in 1985 to the 2010 BP oilrig explosion that killed 11 workers and caused the worst oil spill in U.S. history. But the routine lately seems like it’s been playing on a perpetual loop. In pricey ad campaigns on social media, TV, in print and on billboards and transit posters, the company you’ve long trusted is sorry. Really sorry. Among the mea culpas currently coming your way: “From now on, Facebook will do more to keep you safe and protect your privacy .” At Wells Fargo, “ Earning back your trust is our greatest priority.” One of the core values at Uber “is to always do the right thing,” the company’s CEO, Dara Khosrowshahi, tells us himself. There’s nothing particularly innovative in the substance of most of the apology tours being undertaken by these and other companies.…

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