Finally, the biggest takeaway from the day was that our consumers do not have a transactional relationship with the company. They have an emotional connect and when we do well, they love us, and when we mess it up, they are almost hurt. They want us, almost need us to get better at everything that we do. They have grown up with us, and we represent them in more ways than most.
And I thought my job was hard…
Punit Soni

There is always a small line b/w Love and Hurt/Hate, a much bigger one b/w apathy and love. Companies forget that they should be scared of apathy more than hate!

Great takeaway!