I followed up my ethics post from yesterday with a post on the Experience Matters blog entitled "Crisis Management Begins Before The Crisis" (disclosure: it's my employer's blog). Here's the very beginning and the very end:
"Toyota reminds me of a guy who buys flood insurance the day after the big rain...
It’s this process of being heard that gives companies the opportunity to speak to customer emotions. After all, this is empathy. This is a chance to change an ethical crisis into a recommitment to good behavior.
An open dialogue might just allow your brand loyalists to save you during a crisis. Imagine that."
Believe me, the middle section is worth your time. Find the full post here: http://experiencematters.criticalmass.com/2010/03/11/crisis-management-begins-before-the-crisis/