How an Apology Backfired....

Via Rail Stays on Customer Loyalty Track by Apologizing Well

via mpdailyfix.com

Read Jeanne's short article, including the comments. Apparently, VIA Rail was not prepared for the onslaught. This is the O effect. Didn't we learn way back at the beginning of the Internet to be prepared for extra server load when making a great offer?

This argues, again, the need for a social media professional as part of your office staff.

Posted from Broadside: Taking Aim at the Social Revolution