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My coworker swore that brand's apology video would backfire, and it totally did.
They posted a 3-minute scripted clip after the data leak, and the comments section just exploded with anger. Anyone else notice how forced apologies make things worse?
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andrew_rodriguez1mo ago
That video actually calmed things down on their main support forum.
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chen.casey1mo ago
Heard it's because the scripted ones were causing more confusion than they solved. People in that forum were probably tired of the same "check your settings" canned answers and the video felt more personal, like someone actually took the time to show them instead of just typing instructions. The big thing nobody talks about is the trust factor (you know, seeing a human face with the actual problem makes it feel less like a robot is dismissing you). Plus, when a community manager goes off-script like that, it signals they're listening, which is rare and people remember it. The scripted ones might hit all the technical points but they miss the emotional part entirely, and that's why the real answer connects better.
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