Apology email successful or not?
I myself have also received the Mexx apology. An example of an e-mailing that seems fine at first glance. If people look in the webshop after reading the e-mail, that is good. If a purchase is also made, that is even better. You can also see these results in the e-mail marketing statistics . Conclusion: apology e-mail successful! Right?
But was that the purpose of the email? What do you actually want to achieve colombia phone number list by sending an apology email? Let's list a few possible reasons:
Rectifying a disrupted (technical) process
Conveying the right message
Inform about status and customer service
Building and regaining trust
Strengthening the brand
Sales & Lost Revenue
Be careful not to let a secondary goal (e.g. sales) dominate an email that was actually intended for something else (e.g. status information).
Service Paradox
An apology email can go two ways in terms of customer trust. A mediocre apology email also draws attention to the error, but does not solve the problem well and sympathetically. Resulting in a decrease in trust. A good apology email draws extra attention to the error and shows that the organization can solve it well. That gives the opposite result: extra trust. This is called the service paradox, extra trust because of (or despite) an error.