The play was awful, a rare swing-and-a-miss for the local theater company that I had supported for many years. Shortly after the curtain fell, I sent a warning tweet to other prospective theatre-goers: Fine acting and stage design can't overcome a "monstrously bad script." The next morning a contrite tweet from the theater company awaited me. The production was an experiment, it said, and it hoped it wouldn't lose me as a subscriber over my bad experience. Not at all,I replied. This performance aside, they're still the best stage value in town.The company then retweeted my reply, thereby turning a customer lemon into marketing lemonade. It's an example more companies should follow. Two days later I faced a room full of nervous banking executives. The topic was social networks, and the fear was palpable. Many people said their small banks were staying away from Facebook for fear of customer criticism.
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