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In the good old days, people were trapped in their employment. The lyrics of the classic song, “Sixteen Tons” say it all: “Another day older and deeper in debt… I owe my soul to the company store.” The company paid, but the only place to buy food and the other necessities of life was the company store. With the prices set unaffordably high, people had to go into debt to put food on their tables. In accounting terms, they never ever paid off that debt. It’s a strange reflection on those times – that employers felt their labor would never willingly stay loyal. Today, people are more free to sell their labor and, if the job is not good for some reason, they can move on to try somewhere else. To that extent, employers have to build up a relationship with their employees. Trust and loyalty must be encouraged on both sides. It’s the same with those who sell goods and services. There are vast numbers of potential customers “out there”. How do you convert “potential” into “actual” and then keep those customers loyal? Well, Toyota seemed to have the answer to the question and then, as it slowly forgot about the need to maintain their customers’ good opinions, lost their brand image for safety and reliability. What price loyalty from Toyota customers? Read the rest of this entry »