Oh MOMA just illed a man...

In a recent presentation to one of the museums's staff I related the story of the Comcast guy, and how one employee can cause untold damage to a brand and to their customers, even though - superficially at least - it has nothing to do with senior management.

I went for Comcast because while it's a well-known story, I couldn't think of, or find, any museum-related PR faux-pas. I've covered other stories before, but no story fitted the angle I was trying to fill at the time.

Seems I was just a couple of months early.

Let's repeat it again for those that haven't got it yet. Every customer is a potential Flickr professional, or a blog writer with 1000s of visitors, or a big cheese on Digg or Reddit. One wrong move by anyone, and it's fire-fighting time.

Labels: customer, service, web