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From the Editor's Desk: Saying sorry

Some Sunday thoughts from cottage country. It's hard to say sorry. Big companies especially need to get better at it. Hell, I'm Canadian and say it all the time and still need to get better at it. What struck me about this whole Note 7 mess is that Samsung just hasn't made people feel good enough about its response. It did all the right things — got the phones back en masse, issued new ones quickly, with sufficient (albeit strange) differentiation — but they missed the emotional impact that this recall had on people.
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