Friday, July 08, 2005
One Small Mistake, One Giant PR Problem
This examination of how UPS lost millions of customer records is a case study of how each employee in an organization makes a difference to its reputation. The driver who logged the boxes during a pickup at Citifinancial took a shortcut. The shortcut usually doesn't make much difference, but this time it caused a massive PR problem for the company.
You can bet that UPS will be using this incident in its employee training for years to come.
You can bet that UPS will be using this incident in its employee training for years to come.
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