How a Cell Phone Camera and One Upset Women Can Damage a Company’s Image

Martin and I spend a lot of time talking about how Web 2.0, social networking, social media, etc., can assist companies in their CRM endeavors.

Here, I’m sorry to say, is how Web 2.0 and social networking can potentially damage a company’s image. Cathay Pacific today issued a formal apology for the video that’s been viewed on YouTube nearly 5 million times of a women going bonkers after missing her flight. Take a look.

Now needless to say, a company has no control over an unruly or upset passenger, but as Cathay Pacific noted in their apology, the fact an employee was taping this is somewhat inappropriate. With every phone now having a camera on it, we’re living in a world where any and every situation can become fodder for YouTube. And while corporations can’t start stripping employees of their cell phones (though I’ve heard of some that do), employees being irresponsible can lead to the CEO apologizing on the nightly news and a PR black eye.

2 thoughts on “How a Cell Phone Camera and One Upset Women Can Damage a Company’s Image

  1. The irony here is that if this was turned around the other way and it was the employee that was acting crazy, then the woman would have been a hero for recording it. I don’t see what is inappropriate about an employee filming this. This could have escalated and this might have been useful evidence in court. I know that if I had a customer going crazy in my place of work I would quickly pull out my camera phone and document it. I also hope that any employee of mine would do the same.

  2. yeah, in my last company, when it is working time, everybody cannot bring their cellphone. well, except for the manager of course, for emergency case.
    Buw I think Catahy Pacific have done something right to apologize, so their reputation is not ruined too much.

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