Found this post over at Zero Marketing Budget Ideas
There has been a couple really good examples lately of companies saying sorry, when they haven’t performed aswell as they should/could have..
I will try and dig the other examples i that had popped up a while ago..
So here is one the examples i could dig up.. (There will be more after more searching)
JetBlue kept customers waiting on the tarmac for up to 11hours on Valentines day Last year..
They were quick to respond with David Neeleman, the CEO appearing in this video…
Neeleman is very sincere in admitting the mistake, and taking responsibility.. He also outlines their plan of action to make sure it doesn’t happen again.
Neelman puts a face to the company and personalises the apology, its pretty hard to be bitter at someone who is genuinely apologising to you. And the best thing about the video is they used social media as a great channel to distribute the message, and such it got picked up by many marketing blogs..
