The Power of Social Media
I've posted a link to a video posted on Youtube by Dave Carroll, called ‘United Breaks Guitars’. In just a few days it went global with more than 4.5 million views. Seems this client's guitar was destroyed when he traveled on United. When he wasn't able to get the issue resolved, he took matters into his own hands. The rest as they say is history.
Enjoy the video, but as you do, ask yourself the following questions:
- Do your clients want to continue doing business with your firm as a result of the actions of your employees? Employees represent the firm. To the client, employees are the firm. Dave encountered an 'attitude of indifference', the 'not-my-job syndrome' and more. The result was a broken guitar and a frustrating experience.
- What policies do you have in place that are not client-centric? Are employees put in the tough spot of implementing policies that aren't in the best interest of your clients? You won't be able to convince your employees, let alone your clients, that customers are important if your policies aren't aligned.
- What service recovery process does your company have in place that would stop a posting like this from occurring? When clients complain about an issue, how is it resolved? Is the process well thought out, or is your clients' experience left to chance?
- Is the true cost of not resolving issues taken into consideration when implementing policies or making decisions? Watch the video and decide for yourself.
Dave Carroll's story
Social media, such as Youtube, Facebook, e-mail and blogs can spread service issues quickly. 4.5 million to be exact. This makes delivering a consistent excellent experience that much more important.
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Posted by Susan Hoekstra at 8/2/2009 1:59 PM 
Categories: Service Recovery
Tags: United Breaks Guitars consulting services Susan Hoekstra Service recovery Customer service The Service Journey Dave Carroll Bad Service
Categories: Service Recovery
Tags: United Breaks Guitars consulting services Susan Hoekstra Service recovery Customer service The Service Journey Dave Carroll Bad Service
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9/16/2009 8:46 AM
BLOG.TheServiceJourney.COM wrote:
I came across this recent study done by the Strativity Group and just had to pass along this critical information.
If service has been pushed to the back burner because in this economy you feel there are more important issues, here's some important information you should consider. Strativity Group surveyed nearly two thousand people as part of their 2009 Customer Experience Consumer Study, and released these results:
* Unhappy customers are ten times more likely to stop doing business with a firm within the next twelve months, in comparison to loyal customers.
* More than half the unhappy customers say they will only continue to do business with a firm delivering a poor experience if they receive more than a five percent discount in comparison to the competition's price. Conversely, 40% of happy customers are willing to pay a 10% premium in order to continue doing business with the firm to which they are loyal.
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10/3/2009 8:34 AM
BLOG.TheServiceJourney.COM wrote:
I came across this recent study done by the Strativity Group and just had to pass along this critical information.
If service has been pushed to the back burner because in this economy you feel there are more important issues, here's some important information you should consider. Strativity Group surveyed nearly two thousand people as part of their 2009 Customer Experience Consumer Study, and released these results:
* Unhappy customers are ten times more likely to stop doing business with a firm within the next twelve months, in comparison to loyal customers.
* More than half the unhappy customers say they will only continue to do business with a firm delivering a poor experience if they receive more than a five percent discount in comparison to the competition's price. Conversely, 40% of happy customers are willing to pay a 10% premium in order to continue doing business with the firm to which they are loyal.
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10/25/2009 5:51 PM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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10/29/2009 7:28 AM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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10/29/2009 12:30 PM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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11/1/2009 9:22 AM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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12/11/2009 6:08 PM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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12/11/2009 6:14 PM
BLOG.TheServiceJourney.COM wrote:
I came across this recent study done by the Strativity Group and just had to pass along this critical information.
If service has been pushed to the back burner because in this economy you feel there are more important issues, here's some important information you should consider. Strativity Group surveyed nearly two thousand people as part of their 2009 Customer Experience Consumer Study, and released these results:
* Unhappy customers are ten times more likely to stop doing business with a firm within the next twelve months, in comparison to loyal customers.
* More than half the unhappy customers say they will only continue to do business with a firm delivering a poor experience if they receive more than a five percent discount in comparison to the competition's price. Conversely, 40% of happy customers are willing to pay a 10% premium in order to continue doing business with the firm to which they are loyal.
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1/6/2010 2:22 PM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
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1/6/2010 2:32 PM
BLOG.TheServiceJourney.COM wrote:
I came across this recent study done by the Strativity Group and just had to pass along this critical information.
If service has been pushed to the back burner because in this economy you feel there are more important issues, here's some important information you should consider. Strativity Group surveyed nearly two thousand people as part of their 2009 Customer Experience Consumer Study, and released these results:
* Unhappy customers are ten times more likely to stop doing business with a firm within the next twelve months, in comparison to loyal customers.
* More than half the unhappy customers say they will only continue to do business with a firm delivering a poor experience if they receive more than a five percent discount in comparison to the competition's price. Conversely, 40% of happy customers are willing to pay a 10% premium in order to continue doing business with the firm to which they are loyal.
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6/11/2010 1:07 PM
BLOG.TheServiceJourney.COM wrote:
To the chagrin of my teenage sons, I recently joined facebook.
I called on August 10th to add voicemail to my new business line! After 15 business days and 12 people later, on Saturday there was a knock on my door. It was Simon, the AT&T repair man! No one told me someone from repair was going to come out, I’m glad I was home!! Well, after he spent 2 hours on the phone with programming (because there was nothing that needed repair on my phone or lines), it FINALLY got fixed!! It had been programmed wrong multiple times!! All those people I talked to said they would call me back to check in the next day, NO ONE EVER DID!!! All of these people were so very nice and personable, but couldn’t execute!!! FINALLY a guy who didn’t even know why he was dispatched to my house was able to get it fixed for me!! I wasn’t going to let him leave until it was fixed!!!
I wish Dave Carroll would write a song about my experience!!!
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