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A Case Study In Development
The CGM world already has a few stand-by examples: the Kryptonite Lock issue, iPod's Dirty Secret, Sony's DRM problems, and now, about to be added to the lexicon, Citibank.
Over the last few days, there's been a growing buzz in the blog world about problems at Citibank, including customer lockouts and system breaches. The first major CGM site to post about it was Boingboing, on Sunday. They followed up with more on Monday, as did Techdirt, security guru Bruce Schneier, and The Consumerist. Other new media sources followed, with Security Focus seeking comment on Monday, and The Register and The Sydney Morning Herald, and MSNBC picking up the story on Tuesday. As of now (3/7/06 - 4:20pm) there's been no US MSM coverage.
On the heels of the Choicepoint scandal, as well as a host of other data-loss/security breach incidents, Citibank is illustrating exactly how NOT to handle a situation. Apparently, someone there thinks keeping consumers in the dark and letting rumors circulate around the internet (or not paying any attention to said rumors) is a better means of building brand equity than coming forward, being honest, and addressing the problem.
In related news, someone might get fired
Posted by Jeffrey Feldman on March 7, 2006 at 04:23 PM | Email this post
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