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Wednesday, 7th May, 2014 | Source: Digiday | Category: Public Relations and Social Media

Should Brands Apologize So Much in Social Media?

If the social Web is meant to facilitate “human” connections between brands and customers, then one would think brands should be empathetic when dealing with customers’ problems to the point of saying “sorry.” But it’s not always that cut and dried. There’s a good case to be made that brands, in the desperate need to be accepted, are apologizing way too much — and to their own detriment.

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