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Chapter Overview
Chapter 1: AudiobookHub Recommendation
Chapter 2: Corporations apologize so frequently that saying sorry has truly lost its meaning.
Chapter 3: Outrage capitalism has driven transactional apologies.
Chapter 4: Companies are making promises they ultimately cannot live up to.
Chapter 5: Corporations have perfected the art of saying sorry, not sorry.
Chapter 6: Companies are forgetting that apologies must always be centered on the harmed parties.
Chapter 7: Saying sorry isn’t enough; companies must truly walk their talk.
Chapter 8: Sometimes it’s best not to apologize at all.
Description
The Apology Impulse (2019) reveals how corporations have cheapened the act of saying sorry. These days, apologies are issued to customers for any perceived slight, with the sheer quantity making them meaningless. At the same time, corporations offer weak, jargon-filled fauxpologies in situations where real apologies are required. To save the apology, corporations need to learn how to say sorry wholeheartedly but only when strictly necessary.
Who Should Listen
- PR experts who want to learn how to connect with the public authentically
- Guilty parties who want to make amends, but don’t know how
- Sociology buffs who are fascinated by social rituals and human behavior