images    Nightmare

How did this happen?” Blake snapped. No one wanted to respond. Then Kim Diaz, the chief marketing officer, looked at the others and said, “Well, Blake, we blew it—multiple times.” She went on to explain a tragedy of errors and poor decisions involving a previously loyal customer. “The order was taken incorrectly, the shipment was late, the product was defective, and our response was incomprehensible. The result: a viral video complaint viewed by one million people.”

“A million people and counting! In just twenty-four hours! What are we going to do?” Blake fumed.

“We’ve issued an apology to the customer and posted it on all the social ...

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