When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

We hold them captive, take away perks and charge for things like never before…

So how can it be…we’re so surprised…they’re walkin’ out the door?

Let’s hold a mirror to ourselves people!  The gig is up.  Customers have our number and they’ve had it.  It is just plain too much work to reap the benefits of a ‘loyalty program.’  So check it out…here’s the classic experience customers have with loyalty programs.  After reading this, how much of this stuff would make you feel loyal?  Scratch that.  After reading this, how much of this makes you downright exhausted and inclined not to buy from a company who would you make you jump through these hoops?

Saying “sorry” is not admitting defeat. It’s admitting you’re human. Customers like that.

Beloved companies regularly practice this important peace process. It makes them grow.

Remember when you were a kid and your brother or sister punched you or pinched you? Sure, he or she apologized. But it didn’t mean much because a) your parent was usually prompting the words, and b) you’d been apologized to many times before, just to be punched again another day.

11 Ideas* for Companies and Customers (*An extra idea because times are tough!)

In these economic times, when our nerves are raw and we are stretched like a rubber-band ready to snap…we all need a kinder hand, a kinder voice…just plain more kindness in our life.

The perennial cry from CEOs around the globe is that they are focused on their customers.  It is their A-#1 mission, the critical job of their company – and everything emanates from understanding what customers need and want and delivering on it.  You may have said this yourself.