The Apology Impulse
How the Business World Ruined Sorry and Why We Can’t Stop Saying It
Summary:
The book examines the overuse of apologies by corporations and public figures, arguing that insincere or formulaic apologies can dilute the meaning of genuine remorse and erode public trust. It explores the psychology behind why organizations frequently issue apologies and provides insight into how and when apologies should be made to effectively restore credibility and integrity.
Key points:
1. Overuse of apologies by businesses can make them seem insincere and lead to customer fatigue.
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