PR

1. Foster a company culture focused on short-term bottom line ($$$) instead of delighting your customers
2. Establish policies that, when actually enforced in the real world, have the potential to upset, offend or appear cold, disconnected, and out-of-touch.
3. Do not empower employees to override and point out policies and procedures that have the potential to upset, offend or otherwise damage a customer relationship.
4. Don’t take into effect how your policies, procedures and employees will appear on video shown on the nightly news.
5. Wait for a customer to capture it all on video and distribute it to the world in under 60 seconds.

Watch the VIDEO from NBC Nightly News