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When Kansas City Chiefs fan Travis Wright Tweeted about his disappointment with the NFL team, he probably didn’t expect a response. He got one all right, and a nasty one at that. Whoever was manning the team’s Twitter account at the time sent Wright a very unprofessional direct message, and then blocked him from interacting with the team further. The social media savvy fan shared this with his thousands of followers and the story started to make its way around the web. The Chiefs issued an apology, but it was too late. National news outlets had already picked up the story, and the Chiefs did not come out looking good. There are so many lessons to be learned here but I’m going to go with the obvious: your top priority should always be to keep your customers, fans and clients happy. We live in an increasingly connected and transparent world, so when a company messes up, there’s no pretending it didn’t happen.
About Shelly Palmer
Shelly Palmer is the Professor of Advanced Media in Residence at Syracuse University’s S.I. Newhouse School of Public Communications and CEO of The Palmer Group, a consulting practice that helps Fortune 500 companies with AI strategy, implementation and governance, as well as technology, media and marketing. Named one of LinkedIn’s Top Voices in Technology, he is a bestselling author, covers tech and business for Fox 5’s Good Day New York, is a regular commentator on CNN, and writes the popular daily business blog Think About This. Follow @shellypalmer or visit shellypalmer.com.