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.