Business Apologies: What You Should (and Shouldn’t) Do
ConversionXL
JANUARY 21, 2019
Jennifer Robbennolt , a Professor of Law and of Psychology at University of Illinois, gauged the reaction of survey respondents when they heard an apology throughout hypothetical injury-settlement cases. The result wasn’t as damaging for the brand as advertising experts predicted. Apologize publicly. Take KFC, for example.
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