Mel Gibson. Alec Baldwin. Christian Bale. Men who all could have benefited from remembering to hold their breath and count to 10.
When one of your customers becomes angry, by the time they can take action, a cooling-off period has generally elapsed. And while that may be a small comfort to United Airlines (as this video shows), time introduces the all-important apathy that dulls a wronged customer’s motivation to harm your company.
That cooling-off period, however, may be going the way of Mel Gibson’s career. According to a recent Pew Research publication, More Cell Phone Owners Use an App for That, 23 percent of cell phone owners have accessed a social-networking site using their phone.
What does that mean for brands? When your call center, wait staff, or sales force behaves unprofessionally, if the customer owns a cell phone, they can share their anger online right away. The average person has 130 Facebook friends and 120 Twitter followers. It doesn’t take long for an embarrassing incident to echo throughout the social graph.
What does this mean? If your brand treats customer service as an afterthought, technological changes in how we communicate are working against you. Increasingly, your customer service house needs to be in order.
This entry was posted on Wednesday, August 25th, 2010 at 9:19 am and is filed under Social Media, Trends. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.