Customer rage is all the rage

Empathy, an apology, and a clear explanation go a long way in defusing angry customers, says a W. P. Carey marketing expert.

In this article published Feb. 2, 2026, on Destination CRM:

Defusing customer rage still isn't rocket science. Even as technology and social media transform how people voice their frustrations, the human need to feel heard and respected hasn't changed. A genuine apology, a clear explanation, and a little empathy go a long way. When companies treat customers with dignity, even online, they can turn moments of conflict into lasting loyalty.

— Thomas Hollmann, clinical associate professor of marketing