With the advent of social media and the rise in consumer expectations, companies need to do more to make things right.
According to customer satisfaction gurus Don Peppers and Martha Rogers: “As technology catapults us into the E-social era, corporate apologies will become more common, not only because companies get caught making mistakes more often, but also because rising expectations of trust demand that they apologize when they do.”
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so true. it takes a long time to make a reputation, but only a very short time to break one