The Gap did a big mistake when they did change their logo (without involving their fans). But admitting the mistake can even make the fans relation stronger than before the mistake.

I’m excited about continuing the conversation and believe passionately in where we’re taking our brand.
President Marka Hansen, Gap North America

The power of the consumer is stronger than ever. Yet, the gap between what a company promises and what consumers experience has never been larger. A good way of close the Gap between consumers and the company/Gap is to show their fans that even the CEO will listen to their consumers. For fans this is an insurance that the brand not will lose it’s DNA in the future.