Report: Sorry Shouldn’t Be the Hardest Word

Apology Science in the B2B World

No matter how you spin it, saying “I’m sorry” isn’t easy. Especially if you’ve been saying nothing but “I’m sorry” for the past two years.

Supply chain delays and staffing shortages, combined with rising inflation and continued economic uncertainty, have made service failures not only inevitable but increasingly intolerable. And while vendors can resolve most lapses eventually, repairing the damage to the relationship has proven more challenging—no matter how sincere the apology is.

The good news is, handling a customer crisis the right way can not only rescue the relationship but advance it to an even higher level. That’s a distinct advantage these days, when retaining and expanding customers is the best way to weather an uncertain business environment.

In this research report, you’ll discover a science-backed message framework that you can use to build and deliver your apology—and positively influence even your most frustrated and bitterly disappointed customers.

Get this report to see:

  • Results of an academic behavioral research study conducted with 500 B2B decision makers.
  • The precise message choreography you can use to recover from critical service failures.
  • Why a “just-the-facts” approach proves to be the least effective way to apologize.

Get the Research

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