Reportlet: When and How to Say You’re Sorry
A couple of weeks ago I released the 2007 Oopsy Hall of Fame, which is a collection of email slip ups and mistakes made by some of the largest online retailers. As cringe-inducing as many of them are, most do not rise to the level of requiring an apology; however, some most certainly do. This 15-page reportlet tells you how to tell the difference and includes eight tips on crafting a good apology email and 11 examples of apology emails from major online retailers.
Visit the eec’s Whitepaper Room to download “When and How to Say You’re Sorry,” which is free or discounted for eec members and available for a nominal charge to non-members. Not a member? Learn more about becoming a member of the Email Experience Council.
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Visit the eec’s Whitepaper Room to download “When and How to Say You’re Sorry,” which is free or discounted for eec members and available for a nominal charge to non-members. Not a member? Learn more about becoming a member of the Email Experience Council.
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SEARCH... By Post Category / By Retailer / By Topic / By Selling Season / Recent Posts
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posted at 12:49 PM by Chad White
I love Smith-Harmon's enthusiasm. It's so great to have a connection with people who really "get" and get excited by email marketing. (Truly, there are not that many of us out there!) I count myself very lucky to have found such accomplished enthusiasts to collaborate with on the REI program. They are helping to bring amazing opportunities to fruition with panache.
1 Comments:
Hey Chad,
I've been meaning to post a great oopsy and apology I recently received. A little while back Enterprise Rent-A-Car sent me the Spanish language version of the email newsletter. While I'm psyched that that are segmenting on language, I wasn't able to get too much out of it.
They caught on two days later and sent out an apology message with a 15% off coupon. Nothing big or flashy, just a quick apology. I think that's key, don't make a mountain out of a mole hill, just recognize your mistake and move on.
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