Forgive the videos…it is something new I am trying. Not sure that I like seeing my ugly mug on the screen, but I am trying it out. Today’s video is about repairing the connective tissue between customer and brand when something breaks. When brands have a major break, like Amazon & it’s cloud failures and Sony and it’s network intrusions┬áit may not break the relationship between customer and brand, but it is incumbent on the brand to maintain and repair the connective tissue as the break heals.