Southwest Airlines

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August 26, 2010

A Sorry State: How We Apologize

by: in: communications, Crenshaw Communications, crisis management, public relations, reputation, social media

As every PR professional knows, an artful public apology is a staple of reputation management – just ask Toyota, BP, or Goldman Sachs. A cottage industry has been created that’s dedicated to what I call “apology PR.” But, apologizing is also a key piece of the social CRM toolkit, which communicators are rapidly learning and…
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