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Why you should say 'thank you' and not 'sorry' after most service failures

20:00 EDT 25 Mar 2020 | AAAS

(American Marketing Association) Appreciation (saying 'thank you') is often a more effective strategy than apology (saying 'sorry') at restoring consumer satisfaction.

Original Article: Why you should say 'thank you' and not 'sorry' after most service failures

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