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Compared two crisis response playbooks, the 2017 one won hands down
Drafted a response using our current template with all the corporate jargon, then rewrote it using a leaked 2017 playbook that said just apologize and name the fix in 3 sentences. The difference was night and day, our support tickets dropped 40% after switching to the older style. Has anyone else found that older, simpler brand apology guides beat the new overly legal ones?
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