Strategically Communicating

In my research for a customer service related crisis communications case study, I turned up a recent customer service failure in the gaming industry. It was fascinating and horrible, a tantalizing story that was told all over the internet inspiring so much ire that the offender, a supposed marketing professional, is still being shamed. Christoforo insults and teases the customer, shows arrogance by namedropping the very people who in just a few short days, will tear his career apart over the emails’ content. This quote is demonstrative of the tone of his communication, “We do value our customers but sometimes we get children like you we just have to put you in the corner with your im stupid hat on.” He tries to backpedal when he realizes whom he’s communicating with. Krahulik is the founder of Penny Arcade and PAX, an annual gaming festival.

Get the story here.

http://penny-arcade.com/2011/12/26/just-wow1

http://www.itworld.com/business/236549/last-pr-disaster-2011-ocean-marketing-and-avenger-game-controller

http://penny-arcade.com/resources/an-update1

Then Paul gets fired.

http://www.qj.net/ps3/news/paul-christoforo-holding-social-media-accounts-hostage.html

Then a little too soon after the crisis:

http://www.joystiq.com/2012/01/06/n-control-makes-good-after-pr-meltdown-donates-to-childs-play/

Then Paul manages his reputation: evgpEt-sdcI

And Paul gets pranked http://facepunch.com/threads/1176270