Social Business Zone is brought to you in partnership with:

Steve Farnsworth is the Chief Digital Strategist at Jolt Digital Marketing where he consults mid to large organizations on communication strategies to create product preference and build customer communities that foster brand loyalty. With over 13 years as a senior executive, Steve writes, blogs, and speaks about how smart companies can effectively integrate social media, PR 2.0, and content marketing into their marketing mix. As a director with the Silicon Valley Brand Forum and an adviser to other professional organizations, Steve has moderated panels, spoken at or facilitated industry events at Intel, Yahoo!, HP, Sun Microsystems, Cisco, Adobe, Electronic Arts, Hewlett-Packard, and Stanford. In 2012, he Steve is a DZone MVB and is not an employee of DZone and has posted 28 posts at DZone. You can read more from them at their website. View Full User Profile

How Brands Can Apologize Like A Boss

04.29.2014
| 1059 views |
  • submit to reddit

Even Brands Have To Own It When They Are Wrong

Whether you are a mid-sized business or a big celebrity, when you screw-up you will likely issue an apology. However, apologies from brands doing bad things is so common these days it is hard to take them seriously with their boilerplate wording and false humility. But done well and earnestly they still can be powerful and brand healing.

In This Video

I talk with venture capitalist and author Andy Smith, who along with his partner Jennifer Aaker, studied brands and how they fared when saying they’re sorry, and how to align your customer’s brand expectations to make what you say meaningful.

Watch How Brands Can Apologize Like A Boss Here



Interviewed: Andy Smith, @kabbenbock
Co-Author of The Dragonfly Effect, and a Principal at Vonavona Ventures
Published at DZone with permission of Steve Farnsworth, author and DZone MVB.

(Note: Opinions expressed in this article and its replies are the opinions of their respective authors and not those of DZone, Inc.)