By Melony Roy
PHILADELPHIA (CBS) – US Airways has apologized for an extremely graphic photo that’s gone viral — of a nude woman and model airplane — that was tweeted to a customer who was complaining about their service. But this latest blunder by a big company has left many wondering, how does this keep happening?
“Too many of these companies are letting social media become important to them via a mistake or a tragedy,” creative director and co-founder of Chatterblast Media, Matthew Ray said.
“They’re not being proactive. They’re not realizing people are watching this. People are clicking, people are listening and that it matters to people.”
As to what the next step is for a brand after such a major mistake, Chatterblast’s Lou Perseghin says a direct, honest explanation.
“If you try to sugar coat or try to spin it in any way other than the truth people will know, they will sniff you out and they will nail you to their Facebook wall for it”
Ray adds they should also be reinvesting in their social media and PR.
“I use US Airways, and I wasn’t following them on Twitter and now they’ve got my attention. How can they show me good content that’s going to keep me here after this fumble”