A merger is the apology marketing gift that keeps on giving. One of their recent blunders requiring an apology.
We deeply regret the mistake and we are currently reviewing our processes to prevent such errors in the future.” Unfortunately the image was inadvertently included in a response to a customer. We captured the tweet to flag it as inappropriate. Our investigation has determined that the image was initially posted to our The grand poobah of apologies came from USĪirways for tweeting porn: “We apologize for the inappropriate image we recently shared in a Twitter response. Did not read what the hashtag was about before posting." A million! It’s genius. I have reached out to Ran and will apologize to him personally as well.” That is art, professor!įorgiveness "A million apologies.
Ben Edelman sure sounded apologetic in his note: “ I am sorry, and I The catch is you have to make your apology SOUND genuine. Make big bucks (duh, US Airways never looked so sexy but it’s not like an airline has to be profitable anyway).Earn back trust (if you ever had it, or really ever lost it).Win the public over (for 10 seconds or so).Money and it only lasts as long as it takes someone to send a tweet and move on to watching another video of pandas mating.įollow these simple rules and you too can: Let’s face it, folks: social media “outrage” is a media term. Unless you are a politician (Democrats appear okay on this one) with a penchant for going outside the marriage, you can doĪlmost anything as long as you draw as much attention to your apology as possible. The apology, as it happens, is more important than the action. Send the “wrong” email to your customers.“Leak” an email thread to your favorite press person (have someone to blame).Insert yourself into a conversation solely based on traffic.Hire a millennial with no experience and an Instagram account consisting only of keg stand photos.You, too, can start fires with the sole intention of putting them out, and here are a few ways of Redemption is paved with apologetic intentions. Brands seem to have an unending supply of perfect excuses for “embarrassing” blunders, and the road to Sony got a two-for-one withĪ racist comment in the midst of making fun of the talent. DiGiorno implied that pizza is a good reason to put up with domestic violence. Chrysler put an F bomb into its Twitter feed. Welcome to the age of Apology Marketing! Follow these threeĮasy steps and you’ll be on the road to apology marketing goodness in no time. To US Airways, doing something patently stupid will provide many of the same brand lift benefits you’d get from earned media. From BP to Chrysler, Edelman to DiGiorno, Sony Pictures Perpetrate any one of these blunders and you may be eligible for a public apology boost. Comment on a celebrity’s talent? No one really cares. Post something embarrassing to your company’s Twitter feed? That’s a net positive.
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