E-Mail Applied: When Mistakes Happen

Any situation that truly affects the customer experience should quickly be addressed. In preparing this article, I accessed a great resource called the E-mail Campaign Archive (www.emailcampaignarchive.com), which is administered by North American Publishing Co., the publisher of this magazine. A site problem was the biggest issue catalogers addressed in their apology e-mails. There were also e-mails that acknowledged problems with e-mail links not working and corrections to promotion details, such as offers, dates or the provisions of appropriate discount codes.