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A social media guy in Austin swore the best apology is a 2 minute video, and one brand just proved him wrong
My friend Marcus, who runs social for a small chain out of Austin, told me a year ago that a raw, unedited video apology beats a typed statement 9 times out of 10. So when that snack brand messed up their giveaway rules last week, I was waiting for the video. Instead they posted a plain text note owning the mistake, fixed it in 3 hours, and the replies were mostly people saying they respected it. Now I'm wondering if the video thing only works when the screwup is about a person, not a coupon code. Has anyone else seen a text-only sorry land better than a video one?
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