Home Mentoring HBR.org When Apologizing to Customers Hurts More Than It Helps

When Apologizing to Customers Hurts More Than It Helps

HBR.org 2026-04-20

Summary:

New research finds that it can quietly damage customer loyalty.

Link:

https://hbr.org/2026/04/when-apologizing-to-customers-hurts-more-than-it-helps

Updated:

04/20/2026, 09:00

From feeds:

Mentoring » HBR.org

Tags:

Authors:

Mason R. Jenkins, Mary Steffel, Paul W. Fombelle

Date tagged:

04/20/2026, 11:00

Date published:

04/20/2026, 08:15