Nothing is insignificant when it comes to brand fulfillment

As if being a successful CEO wasn't tough enough, now you may have to learn a new skill: the art of apologizing. The number of public C-level apologies is growing daily as Mattel's Robert Eckert, Ameritrade's Joe Moglia, Apple's Steve Jobs and JetBlue's David Neeleman join a very long list.

What's happening? Have business leaders suddenly abdicated control? Are financial expectations overtaking common sense and good business judgment? Or have corporations lost touch with their customers?

"All of the above" could be one answer. But a more accurate explanation is that our world of instantaneous and ubiquitous communication has given customers more power to hold CEOs and companies accountable than ever before.

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