Watched a brand try a silent apology vs a full video apology

There was this skincare company that messed up a product launch last month. I paid close attention to how they handled it. One brand on my feed just posted a short text apology and went quiet for a week. Another one did a 3 minute video with the founder looking sorry and explaining the fix. The video one bounced back faster in comments and sales from what I saw. Has anyone else noticed which style actually wins back trust?

2 comments

2 Comments

alexc9317d ago

The video one probably just got more views because people love watching trainwrecks. A silent apology shows they're actually fixing the problem instead of trying to perform for likes.

thompson.nathan17d ago

Strong disagree on this one. The silent apology is just as calculated as the video, maybe even more. It lets them control the whole story with zero accountability because nobody can point to what exactly they said sorry for. Seems like a convenient way to sweep stuff under the rug without having to face any real follow up questions. People watching the video might be looking for a trainwreck, but at least they're getting the full picture instead of carefully edited silence.