In the days of land lines and fax machines, businesses and big companies could hide their dealings behind closed doors and pay-offs. However, in today’s society of smart phones and Skype, it’s a little more difficult to hide anything. Companies cannot just rely on advertising anymore, they actually have to back it up. Companies that are battling negative PR, such as Exxon and Bank of America, are having to fight even harder to push through those bad images.
This is a great turn of events of consumers. Businesses will now be forced to treat customers with respect because one wrong move can turn into a viral video. Just ask Fed-Ex. Customers are becoming more protective of themselves and their rights, and they’re not afraid to voice bad experiences. Articles are popping up everyday about a offensive names printed on receipts, packages being thrown against doors, mean workers degrading customers, etc. And these incidents aren’t being exposed by undercover cops or private investigators. They’re being uncovered by everyday people who are outraged at the way they’re being treated.
No company is safe. If you have interaction with the public in any way, you are in danger of actually being held responsible for your actions.