Briefly noted: the United Airlines broken guitar public relations fiasco.
I have one quibble with the linked article, which says, “Companies have to be tapped in to social media to quickly right wrongs and head off bad press before it spins out of control.” Â While this is true, it is also often too late by the time it gets to the social media stage. Â The cat is out of the bag, and the company has lost control of the opportunity it once had to make things right.
Doing the right thing at the management level early on would have been smart. Â Training and empowering employees to do the right thing at the customer service level would have been even smarter.
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