Pay attention to the consumer revolution - some things have changed. Consumers have become more aware and educated. Because of events like Vietnam, Watergate and the Valdez disaster, most people instinctively think that institutions cannot be trusted. People have unlimited access to the news and the actions of your company. When a scandal hits your company, bite the bullet and spend the money to fix the problem. Don't let one scandal ruin your Brand in just a few days when the Brand took decades to build.
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