Impact, reach and social chit-chat
Posted: Mon Feb 17, 2025 9:48 am
Simple is great
So clearly describe the error in the simplest terms possible. You don't have to go into details here. Mexx could also not mention the weekend offer at all, then it would have been even more powerful. Of course it is always a problem if the site is offline, even if you don't want to use that offer, so that is sufficient.
The Lands end apology email (pictured to the right) only indicated that something was wrong with a previous email. That is enough information in this case, you don't need to explain that there was a problem with technique X or site page Y.
Don't be restrictive
If you give a make-up, don't be restrictive. Mexx does this well. A discount on the entire range. colombia phone number list If you only give a discount on part of the range, or with a lot of conditions, it will seem to the recipient as if they have to jump through a number of hoops to be able to use it. The recipient has little use for a make-up that they can't do anything with.
Sending the email to everyone will increase the reach of that sorry-mistake message is increased. Also to those who had not even noticed the mistake. A mistake can quickly be picked up and shared via social media, people like to send complaining tweets or super service tweets. If you expect a lot of service questions or calls as a result of the apology email, staff your customer service extra. And monitor what is said on social media, a little personal attention can turn a complainer into a super promoter.
Worth it
There are many things to consider when composing an apology email. And you also have to keep a cool head. But a good apology email is worth it. Because although the statistics for a mediocre email may say 'apology email successful', the negative impact of a mediocre apology is not so easy to measure. My mistake, thanks!
So clearly describe the error in the simplest terms possible. You don't have to go into details here. Mexx could also not mention the weekend offer at all, then it would have been even more powerful. Of course it is always a problem if the site is offline, even if you don't want to use that offer, so that is sufficient.
The Lands end apology email (pictured to the right) only indicated that something was wrong with a previous email. That is enough information in this case, you don't need to explain that there was a problem with technique X or site page Y.
Don't be restrictive
If you give a make-up, don't be restrictive. Mexx does this well. A discount on the entire range. colombia phone number list If you only give a discount on part of the range, or with a lot of conditions, it will seem to the recipient as if they have to jump through a number of hoops to be able to use it. The recipient has little use for a make-up that they can't do anything with.
Sending the email to everyone will increase the reach of that sorry-mistake message is increased. Also to those who had not even noticed the mistake. A mistake can quickly be picked up and shared via social media, people like to send complaining tweets or super service tweets. If you expect a lot of service questions or calls as a result of the apology email, staff your customer service extra. And monitor what is said on social media, a little personal attention can turn a complainer into a super promoter.
Worth it
There are many things to consider when composing an apology email. And you also have to keep a cool head. But a good apology email is worth it. Because although the statistics for a mediocre email may say 'apology email successful', the negative impact of a mediocre apology is not so easy to measure. My mistake, thanks!