Dear Amazon, here’s how to write an apology letter
Posted by Sarah Lafferty in Customer experience on Thu, 12/05/2011 - 01:27
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Sarah Lafferty of Round Earth Consulting was left crestfallen after reading Amazon's apology for its Easter outages. So she suggests how Amazon's apology should have read.
Given that the main obstacles to cloud adoption by naturally sceptical people in areas like financial services and the public sector are security and trust, I was crestfallen after reading Amazon’s apology to its customers following the Easter outages. Amazon is the industry’s ‘flagship’ cloud vendor and is therefore responsible for leading the way in communicating cloud and building trust in the wider community.
I don’t doubt for a second Amazon’s good intentions in publishing the apology, but the letter was cack-handed and only further raised the hackles of the vast majority of its customers while setting back the progress of cloud adoption generally. Next time Amazon, I beg you to listen to your communications people when it comes to apology-writing and let your engineers get on with the engineering.
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