When Kentucky Fried Chicken (KFC) first entered the Japan market their business did not do well.  Sales were well below expectations.  Customers avoided their stores.  KFC almost exited the market to stop its losses.  Their management was uncertain why their business approach failed when it had done so well in its home market.

KFC then hired a Japanese manager who had worked for another Western company.  New stores were opened by honoring the local business culture.  Local business people were invited to a grand opening with all the typical cultural ceremony that accompanies the opening of a new business.  Employees were trained to greet customers, communicate in the polite Japanese manner and to follow local culture with smiles, signs of respect and even the correct manner of handing their orders to customers.  KFC's business took off and became strong throughout Asia.

By connecting to the local culture and the people KFC became successful. Making proper connection through the points of connection in the business is a critical step to a successful business.  Showing respect and understanding for the culture of the customer is a crucial part of creating strong points of connection for a business.  Without it, businesses will not be able to build customer loyalty and optimize their sales and profits over the long term.