
The more personal and human interactions that customers have with your company, the more forgiveness they are willing to show, the more passionate they will be with your cause and the more affection they will feel towards your company.
We're all human, we all make mistakes and customers know this. When something goes wrong, I feel more compassion for companies who have treated me good in the past and who own up to those mistakes. That shows me that you are human and not just some corporate zombie who only cares about the numbers.








Maria,
Thanks for putting my name so close to the word "profound" :) Humanness still eludes many companies - the soul of a company is sucked dry by policies and politics where the essence of humanness should prevail.
Posted by: Bill Gammell | November 1, 2007 3:42 PM | Permalink to Comment