E-Mail Applied: When Mistakes Happen
How to mea culpa and come out a winner
The text of J.Crew’s e-mail explained it would take time to put all the desired enhancements in place and asked customers to be patient.
It would be nice to include a special incentive in this e-mail or to follow up with an enticing offer once all was fixed. As far as I could tell, J.Crew never did.
Urban Outfitters Tries Humor
My favorite oops e-mail came from Urban Outfitters to apologize for site problems. The subject line was, “Take an Extra 25% off. This time, we mean it.”
- Places:
- Norwalk, Conn.
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