In citizen journalism, corporate reputation, crisis communications, insights

FedEx is the latest in a long line of companies to get dinged by a citizen journalist.  A customer videotaped a FedEx carrier’s treatment of his package and posted the footage online.  See below.


The video earned 2.4 million views and 10,000 comments in its first 48 hours online.  FedEx quickly addressed the video online and in the press.  Here’s their response on Twitter (read from the bottom up…)

FedEx deserves credit for its quick response. We can quibble with the execution (no reminders of their customer service number or references to their good customer satisfaction rates), but FedEx clearly understands that speed kills in an online world. By responding quickly, they’ve kept an embarrassing mishap from exposing a broader indifference to public perception that plagues so many other companies.