When Consumer Generated Content Is A Bad Thing

This particular video was actually filmed by a news station, but a viewer did the upload. It features an infestation of rats taking over a New York fast food restaurant. Extremely unsettling, and indeed, it made the viral rounds awhile back.

These days, it's not just the news that carry cameras with them everywhere. All kinds of people can capture anything they happen to witness with their cell phone cameras. If they get something good -- or bad, better yet -- they'll post it.

Moral of the story? Store operations can undo any level of marketing genius. User experience has to actually be what the advertising implies it to be.