The Apology Impulse
The Apology Impulse
Why Corporate Apologies Have Become Meaningless and How to Restore Their Value
About This Book
Sorry, Not Sorry (2019) examines how businesses have devalued the meaning of apologies. Modern companies reflexively apologize to consumers for every minor complaint, creating a flood of meaningless statements. Meanwhile, when serious wrongdoing occurs, these same organizations produce carefully crafted non-apologies filled with evasive language. The solution requires companies to understand when genuine apologies are warranted and how to deliver them with sincerity and substance.
Who Should Read This?
- Public relations professionals seeking authentic ways to engage with audiences
- Business leaders navigating corporate crises and accountability
- Anyone interested in how social rituals shape human interactions
- Marketing teams developing customer service strategies
- Students of organizational behavior and communication
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