Very good article, I'd never really thought about it before, but the 5 points listed would definitely make me feel a lot better about an apology from a company.

Very good article, I'd never really thought about it before, but the 5 points listed would definitely make me feel a lot better about an apology from a company. I'd also love to see a company's apology where the 'how we will fix it' statement is "I shall be entering rehab tomorrow morning"