Flo cannot be pleased

A cautionary tale from the Wall Street Journal about doing the legal thing, but maybe not the right thing, in the new era of social media.

The culprit: Progressive Insurance, which alienated a family whose loved one (a policyholder) was killed in an auto accident.  The victim’s brother took to Tumblr, where he inadvertently sparked a massive online backlash against the company.

Here is a related article describing what lessons other insurers (and maybe a lot of other companies) should take from Progressive’s PR nightmare.