, Columnist
Facebook Security Flaw Exposes a Crisis of Faith
Loss of trust magnifies every misstep.
Sometimes you just can’t do anything right
Photographer: David Paul Morris/BloombergThis article is for subscribers only.
As in any relationship between people, once a company loses the trust of its customers, there is a long, lingering period of suspicion that the company will do something egregious again.
There is suspicion that greedy banks will take on too much risk again. That Chipotle will make customers sick again. And that Facebook Inc. is too creepy and irresponsible to be an unquestioned staple of daily life. Once trust is gone, it’s incredibly hard to win back and every misstep is magnified.